Customer Experience Specialist
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Job Description
Customer Experience Specialist delivering exceptional service handling customer communications and inquiries at Aqua Finance. Resolving issues and ensuring positive experiences throughout the loan process.
Responsibilities:
- Deliver an exceptional customer experience by handling incoming and outbound customer communications
- Provide timely, accurate, and professional resolution to customer inquiries, requests, concerns, and complaints
- Serve as a key point of contact for customers and dealers
- Answer incoming calls from customers and dealers
- Provide single-call resolution by researching and resolving customer inquiries and concerns
- Make outbound calls for issue resolution, customer follow-up, onboarding new customers, and proactive customer communication
- Educate customers on loan and contract details
- Anticipate customer needs and proactively provide solutions and support
- Process customer requests accurately and efficiently
- Document customer interactions and account updates
- Collaborate with internal departments to resolve customer issues
Requirements:
- High School Diploma or GED equivalent required
- 2 years of customer service experience required
- Experience in the financial services, lending, banking, or related industry preferred
- Bilingual (English/Spanish) skills are a plus
- Strong attention to detail and commitment to accuracy
- Excellent verbal and written communication skills
- Proficiency with Microsoft Office Suite and other business software applications
- Ability to manage multiple priorities and thrive in a fast-paced environment
- Strong problem-solving and customer relationship skills
Benefits:
- Health insurance
- Professional development opportunities
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