Archived listing. The details below describe a past opening.
We are looking for a motivated Resolution Expert to join a growing team in Rochester, New York. This position focuses on speaking directly with consumers to address account concerns, arrange practical repayment solutions, and deliver a detail-oriented customer experience. The ideal candidate is confident on the phone, comfortable working in a fast-paced environment, and able to balance empathy with accountability while managing a high volume of daily interactions.
Responsibilities:
- Handle a large number of daily consumer calls, with a primary focus on outbound outreach while also responding to inbound inquiries.
- Speak with customers to review account status, answer questions, and guide conversations toward timely resolution.
- Set up and negotiate payment arrangements that align with company guidelines and individual customer situations.
- Document interactions accurately and maintain detailed account records throughout the collections process.
- Identify accounts that require additional review and route them for legal action, dispute investigation, or bankruptcy processing when appropriate.
- Use sound judgment to de-escalate concerns, overcome objections, and move accounts toward resolution.
- Manage conversations effectively across multiple accounts while meeting productivity and quality expectations.
- Work with internal leadership and team processes to support efficient account recovery and consistent customer communication.
- Previous experience in collections, customer service, sales, or another phone-based customer-facing role is preferred.
- Strong verbal and written communication skills with the ability to build rapport and lead effective conversations.
- Comfortable handling frequent calls each day in a performance-driven environment.
- Solid attention to detail and the ability to maintain accurate documentation.
- Basic technical proficiency and confidence using computer-based tools, including Apple systems.
- Typing speed of at least 30 to 40 words per minute.
- Bilingual language skills are a plus, particularly for supporting consumers in Puerto Rico.
- A personable, confident approach with the ability to keep conversations engaging and productive.