Call Center Agent

Portnoff•King of Prussia, PA

23d•Onsite

About The Position

Portnoff Law Associates, Ltd. (PLA) is seeking dynamic candidates for a Call Center Agent position. PLA is a law firm specializing in the collection of unpaid real estate taxes and municipal utility fees, representing over 200 municipal clients across Pennsylvania. The company offers a supportive, work-life balance atmosphere with opportunities for advancement. The Call Center Agent will be the primary point of contact for property owners regarding delinquent municipal taxes and fees, handling inbound calls, providing information, negotiating payment terms, and screening for hardship considerations.

Requirements

Confident and clear telephone speaking voice.
Effective verbal expression combined with excellent active listening skills.
Demonstrated skills of poise, empathy, diplomacy, and tact.
Ability to work with and synthesize information from multiple sources.
Capable of rapidly analyzing and delivering concise, accurate summaries of discussions.
Skilled in building relationships and working effectively with individuals at all levels, both within and outside the organization.
MS Office Proficiency
Dependable, with strong work ethic and personal integrity
One-three years of experience successfully managing collection claims subject to the FDCPA and the FCEUA
High School Diploma or equivalency.

Nice To Haves

Fluent in Spanish a Plus (pay a premium rate)
One-three years’ experience successfully managing collection claims subject to the FDCPA and the FCEUA preferred.

Responsibilities

Maintain an ongoing understanding of, and consistently comply with, the rules and regulations associated with the Fair Debt Collections Practices Act (FDCPA), the Municipal Claims and Tax Liens Act (MCTLA) and PLA processes and procedures.
Respond to a high volume of inbound telephone calls and/or website inquiries pursuant to PLA operating procedures and directives.
Return voicemail messages to property owners in accordance with PLA operating procedures and directives.
Evaluate file status and respond quickly and appropriately to call inquiry.
Effectively negotiate payment arrangements consistent with client and PLA parameters. Accurately calculate payment amounts and record instructions for payment allocation. Create payment plan modules and diary/rediary file(s) with the appropriate action plan code(s).
Screen callers and evaluate eligibility for hardship consideration. Prepare applications as directed or as needed.
Document accurate and comprehensive call summaries and diary/rediary file(s) with appropriate action plan code(s).
Communicate with legal staff, Account Managers and/or other departments as needed.
De-escalate dissatisfied callers. Resolve complaints. Redirect callers to the appropriate individual when needed.
Satisfy established key performance indicators (KPI).
Attendance in the office as scheduled or when needed.
Other duties as assigned.