Customer Service Representative
On-siteScottsdale, Arizona, United States
Job Summary
Serve as the primary point of contact for solar loan customers via inbound and outbound phone, email, and chat channels. Handle inquiries related to loan account status, payment processing, billing disputes, and general account maintenance while accurately documenting all interactions in the loan servicing platform. Authenticate customer identity, maintain strict adherence to security protocols, and escalate complex issues to supervisors. Process payment arrangements and service requests in accordance with established procedures and compliance guidelines. Meet or exceed individual and team KPIs including call handle time, first-call resolution, quality scores, and customer satisfaction. Participate in ongoing training and collaborate with cross-functional teams including Collections, Operations, and Compliance. Maintain confidentiality of all customer and company information in accordance with applicable regulations. This fully onsite position is located at our Scottsdale, AZ Contact Center.
Required Qualifications
- 2–3 years of customer service experience, preferably in a contact center, financial services, or Fintech environment
- Strong verbal and written communication skills with the ability to clearly explain complex financial information
- Demonstrated ability to handle high call volumes while maintaining accuracy and professionalism
- Proficiency with CRM platforms, loan origination/servicing systems, and Microsoft Office Suite
- High attention to detail and commitment to data security and compliance
- Ability to work onsite at our Scottsdale, AZ Contact Center — this is a fully onsite position
Desired Qualifications
- Experience in loan servicing, solar financing, or consumer lending
- Familiarity with regulatory frameworks
- Bilingual (English/Spanish) a plus
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