Customer Service Representative

4 days ago

Geneseo, Illinois, United States Coast Professional Full time

Job Summary

The Consumer Care Representative works under close supervision and follows specific procedures and detailed instructions to make initial contact with debtors, to inform them of delinquencies in their accounts and to advise them of the existence of several specific repayment and resolution options. The Consumer Care Representative makes routine collections and forwards more complicated accounts to the Manager or other staff for resolution. The Consumer Care Representative may perform entry-level information gathering and verification for certain accounts when more senior employees, managers or the client have either recommended an account for Administrative Wage Garnishment/Litigation or have determined that the full balance cannot be collected due to bankruptcy, incarceration, medical disability, or death on the part of the debtor. In this role the position follows detailed instructions and procedures to contact employers, health care professionals, corrections/prisons officials, state and county records departments, debtors, and/or other third parties by telephone and/or in writing to request, gather, and file necessary account information. Under close supervision and using the specific scripts and procedures, the position may conduct follow-up communications with the debtors and employers regarding wage garnishment or rehabilitation programs. The Consumer Care Representative may receive and submit to the client hearing requests from debtors.

Key Responsibilities

  • Skips-tracing debtors to locate current residence and employment information
  • Handling incoming and outgoing collection calls
  • Negotiating balance in full payments, payment arrangements or legal referrals
  • Reviewing accounts and schedule contact dates for follow-up calls
  • Reading and following scripts verbatim
  • Follow Federal/State laws and company policies
  • Documenting interactions with Debtors
  • Additional duties as assigned based on Line of Business

Requirements

  • High school diploma or GED required
  • Collection experience preferred
  • Reading and Typing
  • Working knowledge of modern office procedures, methods, and computer equipment
  • Excellent communication skills
  • Principles and practices of customer service
  • Establish a good working relationship with team members and internal contacts in order to maintain and continuously strive to improve the level of overall service being provided
  • Good organizational skills and attention to detail
  • Ability to comply with rules, regulations, laws and methods as related to debt collection
  • Work independently in the absence of immediate supervision
  • Ability to handle and resolve recurring problems
  • Successfully complete and pass the FDCPA test
  • Successfully be approved to work on the contract, per the clients requirements, state licensing and background check procedure

Security Clearance

This position requires U.S. citizenship and security clearance granting access to classified information. The background investigation is conducted by the Office of Personnel Management (OPM) and is an evaluation of the whole person to determine suitability. The suitability review begins after a conditional offer of employment has been accepted and will include a review of your employment, education, residences, references, criminal history and credit, as an example. Some of the most important factors in an investigation are the individuals honesty, candor, and thoroughness in the completion of their security forms. In rare instances, non-U.S. citizens with highly specialized skills and experience may also be considered for the security clearance process.

Licensing

This position requires you are eligible to be licensed as a collector in certain states. Coast will submit and maintain all required individual collector licensing on your behalf.

Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the physical presence in the workplace is essential. The employee is regularly required to talk or hear. The noise level in the work environment is usually moderate. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.

Disclaimer

This job description reflects managements assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing in the herein restricts managements right to assign or reassign duties and responsibilities to this job at any time. This document does not create an employment contract, implied or otherwise, other than an at will relationship.

Equal Opportunity Employer

Coast Professional, Inc. is an Equal Opportunity/Affirmative Action Employer M/F/Vet/Disability. 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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