Customer Service Representative I, II, III - Oakbrook at Old Second National Bank

<div class="content-intro"><p><strong>Who We Are</strong></p> <p>At Old Second, you're first!&nbsp; &nbsp;For more than 150 years, Old Second has consistently put businesses and individuals throughout the Chicago area first, and we're only getting started.</p> <p>With great employees we've grown from a single location in the back of a general store to 50 locations and over $6 billion dollars in assets.&nbsp; At Old Second we embrace values that foster an environment of community and growth.&nbsp; Recently, we've been voted a Forbes Best-In-State Bank for Illinois by our customers.&nbsp; Be a part of something big as we continue our growth story together!</p></div><p><strong>Position Overview</strong></p> <p>The <strong>Customer Service Representative</strong> positions, <strong>levels I, II and III</strong> are responsible for providing customer service support to external <strong>Freedom Road Financial </strong>customers on the telephone.&nbsp; The incumbent will answer loan servicing and payment related calls for loan products associated with motorcycles and other recreational vehicles. This position is also responsible for initiating and/or implementing corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained by performing the following duties.</p> <p><strong>Essential Job Function – all levels</strong></p> <ul> <li>Take customer service phone calls; identify service needs and respond to questions relating to loan information, payoff amounts and process general account maintenance.</li> <li>Verify customer account information. Confirm pertinent customer information and update any customer information that needs to be corrected/updated such as phone numbers or addresses.</li> <li>Answer customer questions, take payments if necessary and research customer service problems and inquiries; follow up with customers to resolve concerns or difficulties in prompt manner.</li> <li>Maintain customer records by noting details from the call-in account messages.</li> <li>Ensure that each customer receives outstanding customer service by providing a friendly environment. Greet each customer warmly and once serviced give a kind farewell greeting.</li> <li>Ensure operational integrity through compliance with all policies, procedures and regulations.</li> </ul> <p><strong>Additional Responsibilities/Focus of Customer Service Representative (Level 2):</strong></p> <ul> <li>Administer the customer service inbox; respond to customers directly or forward emails to other departments or staff members in timely manner.</li> <li>Between phone calls or during down time, monitor voicemails, emails, queuing in titles and e-titles, organize titles, manage return mail and break down loan files.</li> <li>May assist in the training of new colleagues; provide feedback to management for process improvements as needed.</li> </ul> <p><strong>Additional Responsibilities/Focus of Customer Service Representative (Level 3):</strong></p> <ul> <li>Serves as a Subject Matter Expert amongst peers; provides guidance to others as needed and handles escalated situations as needed.&nbsp;</li> </ul> <p><strong>Minimum Requirements:</strong></p> <p><strong>Customer Service Representative (Level 1 &amp; 2):</strong></p> <ul> <li>High school diploma (or equivalent) and one year of related experience (customer service, or related); or equivalent combination of education and experience.</li> <li>Must work a flexible schedule inclusive of overtime to meet business needs.</li> </ul> <p><strong>Customer Service Representative (Level 3):</strong></p> <ul> <li>High school diploma (or equivalent) and two years of related experience (customer service, or related); or equivalent combination of education and experience.</li> <li>Must work a flexible schedule inclusive of overtime to meet business needs.</li> </ul> <p><strong>Competencies – All levels</strong></p> <ul> <li>Excellent oral/written communication and active listening skills.</li> <li>Strong attention to detail and accuracy while maintaining work in a fast-paced environment</li> <li>Ability to remain calm and professional in stressful situations.</li> <li>Meet or exceed daily productivity rate of 85% or higher in heavy call volume environment.</li> <li>Ability to maintain high degree of confidentiality.</li> <li>Friendly, courteous, customer service-oriented, and flexible.</li> <li>Ability to work independently and productively with minimum supervision; able to manage multiple projects.</li> <li>Ability to recognize problems, identify possible causes and resolve problems with little involvement from management.</li> </ul> <p><strong>Preferred, but not required:</strong></p> <ul> <li>Bi-lingual English and Spanish - All levels</li> <li>Three or more years of loan payment/servicing and/or call center experience - Level 3</li> </ul> <p><em>Note: Job levels and hiring decisions are based upon both the business needs at the National Specialty Lending location and the qualifications of the incumbent.&nbsp; In some cases, an incumbent may meet the requirements of a level 2 or 3 Customer Service Representative role but may be hired in at a lower level based upon branch business needs and staffing dynamics.</em></p> <hr> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Compensation &amp; Benefits</strong></span></p> <p><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><strong>Customer Service Representative – Level 1</strong></span><br><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Base pay: &nbsp;$16.85 - $21.00/hour. &nbsp;<em>Old Second is committed to fair and equitable pay practices. &nbsp;Pay is dependent upon the pay range and the incumbent’s knowledge, skills and experience.&nbsp;</em></span><br><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Variable pay: &nbsp;Eligible to participate in the monthly Customer Service Incentive Plan and Perfect Attendance Bonus.&nbsp; Payment varies based upon departmental activities.</span></p> <p><span style="font-size: 10pt; font-family: arial, helvetica, sans-serif;"><strong>Customer Service Representative – Level 2</strong></span><br><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Base pay: &nbsp;$18.10 - $22.20/hour. &nbsp;<em>Old Second is committed to fair and equitable pay practices. &nbsp;Pay is dependent upon the pay range and the incumbent’s knowledge, skills and experience.&nbsp;</em></span><br><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Variable pay: &nbsp;Eligible to participate in the monthly Customer Service Incentive Plan and Perfect Attendance Bonus.&nbsp; Payment varies based upon departmental activities.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Customer Service Representative – Level 3</strong></span><br><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Base pay: &nbsp;$19.45 - $23.85/hour. &nbsp;<em>Old Second is committed to fair and equitable pay practices. &nbsp;Pay is dependent upon the pay range and the incumbent’s knowledge, skills and experience.&nbsp;</em></span><br><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Variable pay: &nbsp;Eligible to participate in the monthly Customer Service Incentive Plan and Perfect Attendance Bonus.&nbsp; Payment varies based upon departmental activities.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Benefits:&nbsp; </strong><a href="https://www.oldsecond.com/resources-services/how-we-support-you/">How We Support You - Old Second</a></span></p><div class="content-conclusion"><p>Thanks for considering Old Second!&nbsp;&nbsp;</p></div>