Credit 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.
• Handle inbound calls while meeting performance objectives (95%)
• Support departmental projects or initiatives (5%)
Handle inbound customer calls regarding:
Application of Payments
Explanation of Fees
CFNA.com website assistance and mobile application
Status on new applications
Adhere to all bank regulatory guidelines
Adhere to all company and department policies and procedures
Achieve outlined department KPIs: Average Talk Time, Wrap time, Average Handle Time, Adherence, VOC and others as determined in our Performance Management program
Grow in CFNA cross-functional knowledge
Perform other responsibilities as assigned by the Department Director/Manager/Supervisor
High School Diploma
Previous customer service experience
Professional demeanor and openness to coaching and feedback
Excellent communication skills; active listening, written and verbal
Keen attention to detail
Ability to work collaboratively with others to drive positive outcomes
Ability to remain calm under pressure and de-escalate
Ability to multi-task in a fast-paced environment
Working knowledge of Microsoft Office
Proven track record of positive results while working in a contact center environment
Previous experience in credit and/or banking industries
Working knowledge of IVR and ACD call center systems
Proven track record of positive results working on a customer service team, preferably in a contact center environment
Scheduled Shift: 10:00 a.m. – 6:30 p.m. Monday -Friday, no week-ends
Required Training schedule: Mandatory attendance Monday through Friday from 8:00 a.m. – 4:30 p.m. for 3 weeks.
Weekly Hours: 40 hours/Full time
Pay Rate Type: Hourly
Pay Range: $16.50 to $18.50 depending on prior experience
Option 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, Ohio
Benefits: 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.
If 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.