Manager Assistance Unit Specialist

4 weeks ago

Boca Raton, United States FlexShopper Full time

This position requires to be onsite at the Boca Raton office 5 days a week and flexibility to work nights, weekends and holidays.


A growing innovative FinTech, eCommerce company, that provides brand name durable goods to consumers on a lease-to-own (LTO) basis through its ecommerce marketplace and LTO payment method. It also provides LTO technology platforms to retailers and e-tailers to enter transactions with consumers who want to obtain durable goods, but do not have the available cash or credit.


The Managers Assist Unit Specialist/ Customer Service Specialist will be responsible for handling escalation calls for collections, customer service, and order management departments. This role is a liaison role between front line phone reps and the unit supervisors. MAU specialists are a cross-functional subject matter expert that provides interdepartmental support within the organization’s lines of business. The MAU will be cross-trained for all departments in Operations to ensure they have the proper knowledge to manage all escalations. Administrative functions include processing bankruptcy requests, managing chargebacks, and managing credit disputes through e-OSCAR.


  • Taking customer escalation calls from all departments (Collections, customer service, and order management) Analyzes customer history and works with customers to resolve their issues, and/or recommend an appropriate solution while providing "best-in-class" customer service.
  • Responds to all inquiries consistent with confidentiality and privacy policies.
  • Attend meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems.


  • Assist in the processing of returned items (verify receipt and testing prior to issuing credit).
  • Assists the manager with daily operation of the call center including the development, analyses, and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.


  • Validate or update reporting of consumer debt in e-OSCAR using the AUD process.
  • Retain evidence of the credit bureau dispute investigation, as required by FCRA.


  • Manages all communications both internal and external with respect to bankruptcy (i.e. Bankruptcy Attorneys, Paralegals, Bankruptcy Trustees).
  • Review, prepare and file proof of Claims electronically on new Chapter 13 Bankruptcy filings.
  • Daily monitoring and update of all new bankruptcy filings discharges, and dismissals



Qualifications:

  • 1-2 years’ experience in customer service, collections, or order management.


  • Demonstrated ability to handle escalated situations and resolve complex issues with a high focus on positive customer experience and effective contact resolution.


  • Demonstrated ability to deescalate customer problems finding a suitable outcome for both the company and the customers.



Desired Education/Experience:


  • Bachelor’s Degree or combination of education and experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions preferred.
  • 3+ years’ experience in one or more of the following areas: Banking, Collections, Loss Mitigation, Payday loans/lending.
  • Good working knowledge of FDCPA, CFPB Servicing Guidelines and state regulations related to debt collection practices.
  • Ability to be a role model and consistently exhibit the highest levels of professionalism and integrity.
  • Willingness to work flexible schedules include nights, weekends, holidays.
  • Excellent written and verbal communication skills
  • Demonstrated critical thinking skills and people skills.
  • Excellent Customer Service skills
  • Extremely Detail-Oriented
  • A Strong Sense of Urgency with the ability to multitask.
  • Experience with process improvement.

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