POSITION PURPOSE: Effectively handle inbound and outbound customer calls to educate them on their account status and options available based on their financial situation. Representatives must maintain a high level of professionalism with customers while working to establish a positive rapport with every caller, and adhering to applicable Federal, State and Client guidelines.
ESSENTIAL JOB FUNCTIONS:
· Have full range of motion in wrists, fingers, and thumbs
· Be able to sit at a desk for extended periods of time
· Have normal or corrected vision to read computer screens and printouts
· Possess normal or corrected hearing to be able to hear customers and co-workers in person and via telephone
· Perform basic math functions including addition, subtraction, multiplication and fractions
· Strong oral and interpersonal communication skills
· Meet client guidelines and have clear understanding of client policies
· Must adhere to compliance expectations pursuant to FDCPA and other Federal, State, and local laws.
SPECIFIC DUTIES:
- Contacting a wide variety of customers and attempting to secure payment on delinquent credit card accounts.
- Understanding the reasons for the delinquency.
- Perform collection activities in accordance with state and local collections laws in an effort to recover unpaid debt.
- Update consumers account information during and after each call.
- Identify payment options; setup payment arrangements as appropriate.
- Must have good customer service skills and ability to work in a team environment.
- Required to maintain their daily and monthly service level expectations
- Initiate effective outbound calls and receive inbound calls.
- Produce and arrange payment solutions for customers.
- Provide account updates to management as appropriate.
- Ensure client/company quality standards are met
- Work assigned group of accounts
- Assure the best interests of the company are maintained.
- Provide management with information on any suspected work or personnel problems.
- Continued training in UDAAP and compliance policies.
- Other duties as required and fulfilling other duties as assigned.
SUCCESS FACTORS / PERFORMANCE EXPECTATIONS:
- Maintain professional, courteous treatment of clients, coworkers, and consumers
- Demonstrated ability to interact professionally with management, subordinates, and clients to promote a positive company image
- Meet FMA’s Standards for attendance and promptness.
- Demonstrate problem solving ability
- Excellent computer skills
- Working knowledge of billing practices and techniques
- Excellent verbal and written communications skills
- Ability to handle problems
- A strong sense of teamwork and cooperation with management and coworkers
QUALIFICATIONS:
- High school Diploma or equivalent.
- Previous customer service billing experience a plus