Customer Service Representative

Company OverviewCredit First National Association is a private label credit card bank and the consumer credit division of Bridgestone Americas. The Bridgestone Americas family of enterprises, including CFNA, is comprised of more than 50 production facilities and 55K employees throughout the Americas. We provide the consumer credit solution for the Firestone Complete Auto Care, Tires Plus, and Wheel Works brands, in addition to customized retail credit services for more than 8,000 other tire and automotive retailers nationwide. At our office in Cleveland, OH, more than 300 professionals gather each day to run a successful private label credit card program. We invest in our community and strongly believe that meaningful commitment to a wide variety of philanthropic organizations builds a better world and a brand that makes us proud.Job CategoryCustomer SupportPosition SummaryThe primary responsibility of this position is to answer inbound customer and merchant calls with an emphasis on providing exceptional customer service during each interaction. Representatives must be able to provide this support while following policies and procedures within a highly regulated environment. Handle inbound calls while meeting performance objectives (95%) Support departmental projects or initiatives (5%)ResponsibilitiesHandle inbound customer calls regarding:StatementsPromotional PeriodsApplication of PaymentsTaking paymentsExplanation of FeesCFNA.com website assistance and mobile applicationStatus on new applicationsAccount balancesMyCFNA RewardsAdhere to all bank regulatory guidelinesAdhere to all company and department policies and proceduresCall De-escalationAchieve outlined department KPIs: Average Talk Time, Wrap time, Average Handle Time, Adherence, VOC and others as determined in our Performance Management programGrow in CFNA cross-functional knowledgePerform other responsibilities as assigned by the Department Director/Manager/SupervisorMinimum QualificationsRequiredHigh School DiplomaPrevious customer service experienceProfessional demeanor and openness to coaching and feedbackExcellent communication skills; active listening, written and verbalKeen attention to detailAbility to work collaboratively with others to drive positive outcomesAbility to remain calm under pressure and de-escalateAbility to multi-task in a fast-paced environmentWorking knowledge of Microsoft OfficePreferredPrevious experience in credit and/or banking industriesWorking knowledge of IVR and ACD call center systemsProven track record of positive results working on a customer service team, preferably in a contact center environmentScheduled Shift: 10:00 a.m. – 6:30 p.m. Monday -Friday, no week-endsRequired Training schedule: Mandatory attendance Monday through Friday from 8:00 a.m. – 4:30 p.m. for 3 weeks.Weekly Hours: 40 hours/Full timePay Rate Type: HourlyPay Range: $16.50 to $18.50 depending on prior experienceOption for Hybrid/Remote – with satisfactory work performance and a minimum of 6 months after the completion of training and working in the position.Location: Brook Park, OhioBenefits: Medical, Dental, Vision, 401(k), Life Insurance, Pet Insurance, PTO, Tuition Reimbursement, Referral Payment, Bridgestone/Firestone Tire and Automotive Services Discounts, On-site Fitness Center and Café.Bridgestone is proud to be an Equal Employment Opportunity / Affirmative Action employer. It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law.Employment EligibilityIf hired, a Form I-9 Employment Eligibility Verification must be completed at the start of employment. Temporary work authorization or the need for sponsorship may disqualify you from employment.