Customer Service Associate

Customer Service Associate Northland Capital seeks a motivated individual dedicated to fostering client growth, supporting team development, and upholding company integrity. As a Customer Service Associate (CSA), you’ll play a pivotal role within the Collection and Customer Service team, serving as the first point of contact for incoming calls. Your responsibilities include providing accurate and efficient assistance, addressing inquiries, and resolving issues to ensure client satisfaction and operational excellence. Essential Functions, Duties & Responsibilities: - Manage phone calls, emails, and delinquent insurance inquiries with efficiency. - Utilize effective multitasking skills to prevent call overflow and ensure timely resolution. - Gather accurate caller information, assess needs, and build trusting customer relationships. - Provide comprehensive and precise information, register notes, and facilitate conference calls to address inquiries and complaints promptly. - Ensuring satisfactory outcomes in handling complaints and provide solutions. - Adhere consistently to communication protocols, guidelines, and company policies. - Meet personal and customer service related KPIs while delivering exceptional service. - Proactively engage with non-delinquent accounts to explore additional support opportunities. - Continuously strive to enhance customer satisfaction and contribute to company growth. Required Knowledge, Skills & Competencies: - Demonstrated patience and empathy to effectively deescalate confrontations and ensure positive customer interactions. - Adaptive and responsive, able to tailor communication styles to diverse callers and situations. - Strong listening skills coupled with quick decision-making abilities. - Proficient in multitasking, prioritization, and time management to handle varied tasks efficiently. - Confident troubleshooter with a proactive approach to investigating and resolving issues, including collaborating with relevant teams when needed. - Committed to delivering excellent service standards with exceptional communication skills. Qualifications & Academics: - Preferably possess over five years of client services experience within the lending industry. - Bachelor’s degree in business is desired. Northland Capital offers a comprehensive benefit package that includes health insurance, dental insurance, life insurance, paid time off, 401(k) employer match, defined benefit plan and tuition reimbursement.