Customer Service Specialist (Chicago)

Position Overview As a Customer Support & Account Resolution Specialist, you will be the primary point of contact for customers, agents, and business partners. This role blends customer care with account analysis, payment processing, and contract support. The ideal candidate is solutions-oriented, detail-driven, and committed to delivering a positive service experience while protecting financial accuracy and operational integrity.

Please note that this role is a contract-to-hire opportunity and will operate Monday - Friday, 8am - 5pm.

Job Responsibilities Customer Experience & Relationship Management Deliver professional, courteous, and solution-focused service across phone and written communication channels Address customer inquiries related to accounts, billing, contracts, and service requests Research and resolve disputes, discrepancies, and documentation issues Follow up to confirm complete and satisfactory resolution Maintain strict confidentiality of customer and financial information Account & Payment Processing Process customer and partner payments within the loan management system Review contract financial details to ensure account accuracy Recommend account adjustments to management when appropriate Apply late fee waivers within established guidelines Manage reinstatements, cancellations, account holds, and payment applications Contract & Partner Support Assist agents, dealers, and administrators with contract-related questions Clarify contract terms, including cancellation processes and coverage elements Investigate new, returned, or incomplete contract submissions Correspondence & Documentation Review, sort, and respond to inbound customer correspondence Research account details and prepare written or verbal responses Update internal databases to reflect current and accurate information Process returned mail and conduct outreach to obtain updated information Generate reports, forms, and customer communications as needed

Requirements: Must have at least one year of recent high call volume customer service experience Must be comfortable commuting downtown Chicago, 3 days/week Must be able to pass a credit check Must be comfortable with contract-to-hire opportunities