Account Servicing Specialist I

Foundation Finance Company, LLC • Rothschild, WI

5d • Remote

About The Position

The Account Servicing Specialist is primarily responsible for assessing past due accounts and contacting customers to attempt resolution according to company policy. This role handles more complex account questions directed from the customer service team and other representatives. The position involves performing outbound calls on past due customer accounts to resolve delinquency, researching delinquent accounts to determine the best course of action, processing over-the-phone payments, and providing relief options to customers encountering hardships in accordance with company policies. The specialist will utilize company resources for one-call resolutions, relay information about interest, statements, and other account questions, and assist with overflow calls including disputes, recovery, first pay, and bankruptcy calls. Administrative tasks may also be required. The role demands reliability, promptness, regular attendance, the ability to take direction, work well with others, perform accurately under deadlines and stress, and react to change productively.

Requirements

• Associate's degree in business, finance, communication, marketing or related field OR relevant applicable experience.
• Strong computer skills including Word, Excel, Internet, email.
• Professional phone presence and excellent verbal and written communication skills.
• Strong persuasion and negotiation skills.
• Able to handle stressful conversations with tact and diplomacy to yield the desired results.
• Strong typing skills.
• Strong attention to detail.
• Must be reliable, dynamic, sociable and enthusiastic team players.
• Must possess a positive "can-do" attitude.
• Must have excellent judgement.
• Must have great attention to detail and ability to multi-task under the stress of deadlines with a strong desire to help the organization succeed.

Responsibilities

• Performs outbound calls on past due customer accounts in efforts to resolve delinquency.
• Recognizes delinquent, or potentially delinquent, accounts and assumes responsibility for attempting account resolutions.
• Research delinquent accounts to determine best course of resolution actions.
• Processes over the phone payments, including credit card transactions.
• Provides relief options to customers encountering hardships in accordance with company policies and practices.
• Utilize company resources to achieve one-call resolutions.
• Proficiently relay information to customers relating to interest, statements, and other account questions.
• Assists with overflow calls including (but not limited to) disputes, recovery, first pay, and bankruptcy calls.
• Assists with in-office and administrative tasks as needed.
• Other duties as assigned by management.
• Must be able to come to work promptly and regularly.
• Must be able to take direction and work well with others.
• Must be able to work under the stress of deadlines.
• Must be able to concentrate and perform accurately.
• Must be able to react to change productively.

Benefits

• Day-one Health Benefits (medical, dental, vision, and flexible spending options like HSA or FSA accounts).
• 401(k) with company match enrollment on day-one.
• Paid, Sick and Volunteer Time Off
• Paid Parental Leave Options
• Employer Paid Life and Disability
• Wellbeing on Demand Program
• Flexible Work Environment with a casual dress code

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree