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About the Role

The Customer Service Specialist is responsible for managing a high volume of inbound and outbound calls, helping customers understand their account status, reviewing payment options, processing account requests, and providing a professional, solutions-focused customer experience.

Responsibilities

• Assist customers with bank and auto loan account questions in a high-volume contact center environment.
• Handle inbound and outbound calls professionally while providing accurate account support.
• Process ACH requests.
• Provide payoff quotes for consumers and dealers.
• Update customer account information, including address changes and name changes.
• Assist customers with online banking account needs, including password resets.
• Order copies of checks/payments as needed.
• Review customer account status and assist with payment-related questions.
• Support early-stage account recovery conversations by helping customers understand available payment or resolution options.
• Accurately document customer interactions and account updates.
• Maintain professionalism, empathy, and compliance during all customer conversations.
• Perform other duties as assigned.

Requirements

• High School Diploma or GED
• At least one (1) year of experience in a high-volume call center
• Demonstrated experience working from home, with a reliable internet connection (stipend not included), ensuring you can work effectively and maintain adherence and quality standards remotely
• We handle and fully cover all required collections licensing across multiple states – no cost to you.

Location

• Remote

Work Type

• Full-time

Experience Level

• 1+ year experience

Education Level

• High School Diploma or GED

Benefits

• Paid Training
• Up to four weeks of PTO (Paid Time Off) allotted per year
• Tuition Reimbursement
• Day One - Comprehensive Benefits Package
• Internal growth opportunities

About the Company

• defi SOLUTIONS is a pioneer in end-to-end, SaaS loan originations, servicing, and managed servicing solutions.
• Our customers include the highest volume captive auto lenders, banks, credit unions, and finance companies in North America.
• We have more than three decades of experience helping lenders reduce time-to-market, streamline operations, and customer lending processes with proven, scalable performance.

Equal Opportunity

• defi SOLUTIONS is an Equal Opportunity employer, and all qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, disability, or protected veteran status.