Customer Care Specialist

3 weeks ago

Geneseo, Illinois, United States Coast Professional Full time

In Office Customer Service Representative

Job Category: Operations Requisition Number: INOFF001892

Job Overview

The Customer Care Specialist operates under close guidance and adheres to specific protocols and detailed instructions to initiate contact with clients, informing them of outstanding balances on their accounts and advising them of various repayment and resolution alternatives. This role involves routine collections, with more complex cases being escalated to management or other personnel for further action.

Key Responsibilities

  • Conducting skip-tracing to find current residence and employment details of clients.
  • Managing both incoming and outgoing collection communications.
  • Negotiating full payment settlements, payment plans, or legal referrals.
  • Reviewing accounts and scheduling follow-up communications.
  • Strictly adhering to provided scripts.
  • Complying with federal and state regulations as well as company policies.
  • Documenting all interactions with clients.
  • Performing additional tasks as assigned based on departmental needs.

Security Responsibilities

All employees are responsible for safeguarding information and physical security. It is essential to protect computer systems by managing usernames and passwords appropriately, ensuring they are not easily accessible to others. Employees must also secure their workspaces when not present and report any security breaches immediately.

Qualifications

Education: High school diploma or GED is required.

Experience: Previous experience in collections is preferred.

Skills and Abilities:

  • Proficient reading and typing skills.
  • Familiarity with modern office procedures and technology.
  • Exceptional communication abilities.
  • Understanding of customer service principles.
  • Strong organizational skills and attention to detail.
  • Ability to work independently without direct supervision.
  • Capability to resolve recurring issues effectively.

Clearance and Licensing:

This position requires U.S. citizenship and security clearance for access to classified information. Background checks will be conducted as part of the hiring process. Additionally, eligibility for collector licensing in certain states is necessary, with the company handling all required licensing on behalf of the employee.

Working Environment

The physical demands of this role require regular presence in the workplace. Employees must be able to communicate effectively and may need to lift or move items up to 10 pounds. Reasonable accommodations will be made for individuals with disabilities to perform essential functions.

Disclaimer

This job description outlines essential functions but is not an exhaustive list of all duties and responsibilities. Management retains the right to assign or reassign tasks as necessary.

Coast Professional, Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

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