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Customer Service Representative
TX - Dallas


Opportunity Snapshot
Top reasons to consider aligning your career with Primeritus Financial Services.
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Spotlight Your Strong Service Orientation as You Take Ownership of Your Assignment, Make a Difference and Thrive

Enjoy a positive, employee-friendly culture while playing an important role supporting our clients.

Strong customer service savvy, clear, confident, and respectful communication skills, and outstanding organizational and multi-tasking abilities. If this describes you, the role of Client Service Representative with Primeritus Financial Services offers you some compelling opportunities. You will:
  • Take ownership of a key impact service role helping clients -- auto/vehicle lenders -- minimize losses and protect assets while also respectfully working with customers whose accounts are in arrears. Note: you will not be involved directly in collections or repossessions.
  • Showcase your potential to take on new responsibilities and/or to pursue additional opportunities within our organization. The CSR role provides wide exposure to our systems and operations and history as shown that it can be a stepping stone onto multiple career paths.
  • Learn a unique and exciting business while expanding your knowledge and skills. We provide outstanding training along with professional development resources. 
  • Enjoy a degree of flexibility; in Nashville, we operate multiple shifts available, which can help you accommodate other commitments such as school.
  • PFS has many long-tenured employees due to our close-knit, friendly, and family-oriented culture that encourages collaboration and knowledge-sharing among team members. 
Primeritus Financial Services provides value-added, outsourced repossession management and skip tracing services to some of the nation’s largest lenders. We bring a fully integrated approach to repossession management solutions. A career with Primeritus connects you to a great opportunity to achieve professional success.
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Make a Difference in a Role Where You Can See the Results of Your Strong Customer Service Skills

The Requirements
Find out what it takes to thrive in this role.
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To meet the basic qualification for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition, to be a good fit for the Client Service Representative opportunity, you will have:
  • 3-5 years’ customer service experience required; automotive industry experience is preferred and specific knowledge of auto valuation and auction processes is highly desired. 
  • Strong written and verbal communication and active listening skills including:
    • A solid phone presence and professional demeanor.
    • Strong keyboarding skills (40+ wpm) while gathering information over the phone.
    • Accuracy and attention to detail.
    • Ability to ask probing questions, resolve conflict and escalate or deescalate calls as needed and appropriate.
  • Excellent organizational skills with the ability to multi-task.
  • Computer proficiency including Microsoft Office Suite skills, particularly in Excel, comfort working in multiple Windows, and the ability to effectively learn new programs.
  • A high school diploma or equivalent is required; some college from an accredited college or university is preferred.
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The Role
If you meet the minimum qualifications, feel free to apply at any time. If you'd like some additional details about the role, please read below.
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You will deliver our product -- Our product is service

As Client Service Representative, you will gather information from clients regarding accounts marked for repossession, operating within the scope of applicable laws and regulations. Your mission will be to represent the company with professionalism, treat every contact with respect, and ensure your efforts do not jeopardize the integrity of the company.

Daily, you will work on the phone, speaking with clients, field representatives, and customers, taking the appropriate approach to meeting the objectives of each call and audience. For example, professionalism and outstanding service are central to all client interactions, field representative calls may be short and information-based, and you'll respond to customers as appropriate for each situation but always with respect and a goal of reaching a positive outcome. Tasks will be assigned by the system and clients, so you'll always know what to do.
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Why Join Us
More great reasons to build a career home with us.
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Training & Professional Development
Upon joining us, you will enjoy outstanding training that will set you up for success. In Dallas, that includes two weeks of formal instruction with our trainers followed by at least two weeks working with a mentor. In addition, we'll provide ongoing coaching and support, and our managers are committed to providing constructive feedback that is supportive rather than corrective. Primeritus has operations in five states, which allows for ample internal career growth.

We Care About the Whole Employee
People are important, and Primeritus leaders care about the whole employee, recognizing that people bring their whole selves to work, not just their "employee selves." As an extension of this, our culture has a strong family feeling, and we support not just employees but also their families. 

Employee-Friendly Culture
You'll find caring and supportive people at all levels within Primeritus. While details vary from location to location, managers host celebrations to mark service anniversaries, birthdays, and other milestones. 

Transparency
We are proactive about sharing information, such as publishing company updates every two weeks and holding town hall meetings with senior executives once a quarter. Because we are a mid-sized company, you'll have opportunities to interact with leadership, and your good ideas will be welcomed.

Competitive Compensation
In addition to a competitive wage, we offer full-time employees a choice of three healthcare plans; dental and vision insurance; health savings accounts (HSAs) and flexible spending accounts (FSAs); an employee assistance program; and more.
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More Insight
Explore the characteristics that will enable you to stand out.
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More about the requirements
In addition to the qualifications listed under The Requirements tab, we're looking for a professional who has:
  • Knowledge of applicable collateral repossession laws and regulations is preferred.
  • Knowledge of collateral repossession procedures, forms, and credit reports is a plus.
  • Analytical reasoning skills to identify account trends, identify issues, and troubleshoot solutions.
  • Ability to thrive and excel in a fast-paced environment.
  • Ability to pass a background screening.
CSRs working 1st shift (typically, 8 AM - 5 PM) will work in the Nashville office. CSRs working the second shift (2 PM - 11 PM) or our limited 3rd shift (beginning at 11 PM) will continue working remotely until further notice. We have not yet finalized a post-COVID, back-to-work policy for all shifts. Please note, we are taking appropriate steps to ensure everyone's health and safety when coming into the office.

More about the role
In addition to the responsibilities under The Role tab, your specific tasks will include:
  • Communicating with lenders and auction agents and providing exemplary customer service to lenders seeking the remarketing of unpaid assets.
  • Gathering and documenting appropriate, detailed, and accurate information in the system while managing the remarketing process to completion.
  • Identifying and recognizing new cases while selecting the appropriate auction agent to remarket the case for the lender.
  • Monitoring case updates, ensuring the assigned auction is working each case to the specified client guidelines.
  • Identifying, managing, and monitoring the movement of cases through the various stages of the remarketing process.
  • Serving as the point of contact for clients, providing any requested services and information.
  • Gathering pertinent information from clients to place accounts for repossession.
  • Working within internal computer systems.
  • Speaking with and gathering information from customers.
  • Forwarding account information to field representatives based on territory coverage.
  • Conducting light skip tracing when field representatives are unable to locate collateral based on account placement information.
  • Contacting client immediately upon repossession of collateral.
  • Forwarding condition reports, personal property inventory forms, photos, and updated accounting information as required to clients in a timely manner. 
  • Providing updated account information to the lender.
  • Forwarding impound and personal property notices to the appropriate parties. 
  • Communicating the status of accounts verbally and in writing to clients as necessary.
  • Maintaining account consignments, closing as necessary, and updating statuses as required.
  • Accounting for costs and charges to clients, correctly and thoroughly, while monitoring company expenses.
More about your success
We provide a service. We are here to make it easy for our clients to get their money back. We want to provide the best customer service in the industry. We'll look to you to deliver best-in-class service that demonstrates:
  • Defect-free products (attention to detail).
  • Timely service (anticipating needs and showing a sense of urgency).
  • The highest level of care and gratitude.
We can teach you how to handle tasks, but we can’t teach you to care about serving others. You should bring a strong motivation to support and serve clients, partners, and co-workers. In addition, to be an outstanding Client Service Representative, you will:
  • Take a proactive approach to serving clients and customers.
  • Effectively manage multiple tasks and priorities in a fast-paced, deadline-driven environment while being flexible as priorities shift.
  • Be a team player while achieving targeted professional goals including using strong follow-up and follow-through skills to meet organizational objectives and deadlines. 
  • Be reliable and punctual.
This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.
 
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Primeritus Financial Services is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.