Customer Service Operations Specialist

We are looking for a strong customer service focused, detail-oriented, motivated, professional who can multi-task and manage different priorities to join us as a Customer Service Operations Specialist in our Reston, VA corporate headquarters. This is an excellent opportunity for individuals with previous customer service experience, especially in the finance industry, who want to work in a fast-paced, team-driven environment. The primary function of the role is customer service but it will also support Blue Bridge Financials’ other operations functions, which include Titling, Collections, Post Funding and Documentation.

DUTIES AND RESPONSIBILITIES:

• Answer incoming customer service calls and respond to customer inquiries, concerns, and issues.
• Monitor customer service emails and respond to them in a timely and courteous manner.
• Build positive relationships with borrowers as you assist them on a variety of topics including but not limited to:
• Payment history and payoff requests
• Account charges and payment breakdowns
• Updates to borrower information
• Insurance policy questions and updates
• Document requests
• Provide loan account information to internal departments and be able to communicate customer concerns throughout the Blue Bridge Financial team.
• Prepare collections/legal letters and notifications (via email, text, and mail).
• Handle return payments by contacting borrower, broker and internal departments.
• Contact vendors, brokers, and customers for needed documents.
• Handle title packets from the advisement of the titling supervisor.
• File and upload titles and other documents into the proper location.
• Mail and track GPS units to borrowers.
• Process lien release requests for paid in full accounts within 30 days of payoff.
• Process titles to customers, insurance companies or new buyers, at the end of the month, for all paid off loans.

KNOWLEDGE/SKILLS/ABILITIES/EDUCATION:

• Bachelor’s Degree from accredited college or equivalent work experience.
• Must possess excellent verbal, written and telephone skills for internal and external communication to effectively perform this role.
• Self-motivated with a strong sense of urgency, detail-conscious, and the ability to ensure quality of work completed.
• Ability to multitask and manage different priorities.
• Experience in data management and reporting.
• Strong knowledge of Microsoft Office products
• Salesforce experience is a plus

This job description is subject to change and may be amended based on management need and business demands.