P1 Customer Service Representative - Truliant Federal Credit Union

Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Purpose of the Job

The Customer Service Representative Level - I is responsible for providing exceptional service and support to P1

S customers by promptly answering incoming questions, resolving questions, and ensuring a positive experience in every aspect of the customer contact. Key responsibilities include handling customer inquiries via phone, email, providing product or service information, troubleshooting problems, processing payments, taking accurate notes and maintaining accurate records. The Customer Service Representatives Level - I serves as the first point of contact between the company and its customers.  This position represents the P1 brand and helps foster and cement deep customer relationships, customers satisfaction and customer loyalty.

Essential Functions and Responsibilities

• Answers incoming calls and responds to customer inquiries regarding insurance premium finance loans, policies, and payments.
• Assists P1 Client’s with payment processing, including setting up automatic payments, processing payments, and issuing payment receipts.
• Resolves customer issues, complaints, and escalations in a professional and timely manner, ensuring customer satisfaction.
• Provides accurate and up-to-date information to clients regarding their accounts, balances, and payment histories.
• Collaborates with internal departments, such as account executives, collections, underwriting, and credit, to promptly and precisely address client’s needs and questions.
• Maintains customer records and documentation accurately in the system, ensuring data integrity and confidentiality.
• Follows company policies, procedures, and regulatory requirements in all customer interactions and transactions.
• Participates in training programs and continuous learning opportunities to enhance knowledge of insurance premium finance products and services.
• Contributes to team effort by accomplishing related results as needed.
• Answers all incoming calls and emails in a professional, timely and courteous manner, following established standards and guidelines for excellent member relations and efficiency.

Other Duties and Responsibilities

• Assists with other tasks and projects as assigned.

 Knowledge, Skills, and Abilities

• Must have excellent communication skills in English, both verbal and written
• Must have basic knowledge of Microsoft Office
• Must be resourceful and well organized, with strong attention to detail and multitasking abilities
• Must have good reasoning abilities and sound judgment
• Must be flexible and able to shift resources and priorities as required
• Must have strong interpersonal skills and the ability to build rapport with customers.
• Must have ability to work effectively in a team environment and collaborate with colleagues.
• Must have customer-focused mindset with a commitment to delivering high-quality service.
• Should become knowledgeable of P1 Finance’s best practices, policies, and procedures while demonstrating a strong commitment to providing excellent service

Physical Requirements

•    Must be able to sit at a desk for long periods of time and use a computer

 Education and Background

• High school diploma or equivalent minimum required, two year of college a plus and a four-year college degree preferred
• Previous experience in customer service, call center, or related roles, preferably in the insurance or financial services industry is preferred
• Bilingual skills are a plus (English/Spanish)

If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant! 

As a member of the Truliant family, you will enjoy the following full time benefits:

• No-cost employee Medical, dental, vision coverage
• Prescription benefits (including mail order)
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching  
• Paid community involvement volunteers hours
• Paid group life Insurance
• Teammate loan discounts
• Tuition reimbursement
• Short and long-term disability
• Health & Wellness program
• Teledoc (physician video conferencing)
• Onsite fitness facilities or health club reimbursement
• Employee Assistance Program (EAP)
• Medical flexible spending account
• Dependent care flexible spending account