Customer Service/Admin Support

UCFS Italia S.p.A.

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.

Answers routine questions and issues from external or internal customers. Frequently escalates more complex customer complaints or issues to more senior customer service representatives. Typically has 0-2 years of experience and works under close supervision. Incumbents working in a call center environment should be matched to call center positions instead of this role. Match only non-exempt incumbents to this position.

To serve as a point of contact for the customer and introducers, ensuring operational excellence, high productivity and customer satisfaction.

ESSENTIAL DUTIES & RESPONSIBILITIES

·Provides inbound and outbound frontline support over the telephone for new and existing UCFS Europe customers.

·Complaint handling and resolution.

·Responds to general account enquiries. For example, balance queries and settlements.

·Statement generation and distribution and general administrative duties.

·Makes prompt and accurate credit decisions on certain new contracts in conformity with UCFSE’s guidelines in order to maximize volume and minimize risk.

·Verify and process contracts to ensure the highest quality customer service.

·Collections, for late payments and defaults; Listen to customers’ personal situations, being empathetic where appropriate and gather information.

·Contacting customers to confirm contractual obligations and information.

·Promptly and accurately answers routine questions from assigned distributors within UCFSE’s guidelines so as to maintain current business and attract new business.

·Provide superior customer service with an enthusiastic attitude to assigned distributors.

·Escalate any non-routine questions, concerns and problems to appropriate members of UCFSE’s management and relay UCFSE’s responses as needed.

·Coordinate and initiate UCFSE’s day-to-day communications with the distributors and provide superior customer service with an enthusiastic attitude to distributors.

·Admin tasks as required

SKILLS & ABILITIES

Must possess understanding of the underwriting flow.

• Ability to performance basic accounting functions, process and pay invoices, collect on delinquent accounts.

• Ability to communicate effectively (verbally and in writing) to a wide range of internal and external customers/clients/management.

• Knowledge of file review for accuracy/fraud and compliance.

• Strong customer service ability and organizational skills.

• Problem-solving and decision-making ability.

• Attention to detail. Ability to see projects through to completion.

• Ability to calculate figures and amounts such as payables on percentage and flat dollar amounts for accuracy and explanations; ability to apply concepts of algebra.

• Ability to solve problems and deal with a variety of variables where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

• Proficiency with a computer, standard office equipment, smart phone, and computer programs including but not limited to Microsoft Office Suite (Outlook, Excel, Word, PowerPoint). Internet/search engine savvy.

MINIMUM QUALIFICATIONS

·6+ months experience in financial services

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.