Collections Specialist I, Customer Care

Resurgent Capital Services•Greenville, SC

2d•Onsite

About The Position

Resurgent Capital Services is seeking a Collections Specialist I to assist account owners and authorized individuals by providing accurate, timely information and resolving account-related inquiries. The role handles inbound and outbound consumer calls, investigates account histories and documentation, negotiates payment arrangements, and collects payments when applicable. Specialists document interactions, update account information, apply appropriate resolutions, and complete follow-up actions while maintaining accurate systems and complying with FDCPA and other regulatory requirements. The position requires professionalism, empathy, and objectivity when managing sensitive or emotional conversations. Specialists are expected to maintain productivity, efficiency, and quality standards, including a minimum 97% across applicable quality audits and measures. This is a full-time, 40-hour-per-week role with a stable shift schedule. Contact center hours include weekdays and weekends, with premium pay for shifts that include Mondays, Saturdays, and Sundays. Current schedules include shifts running Tuesday through Saturday, Monday through Thursday, or Monday through Friday, depending on the assigned schedule.

Requirements

High School Diploma or GED.
Strong verbal and written communication skills.
Ability to remain calm, professional, and empathetic during challenging interactions.
Strong problem-solving, investigation, and analytical abilities.
Ability to quickly learn and apply a broad range of account and regulatory knowledge.
High attention to detail and excellent documentation practices.
Ability to work independently with minimal supervision.
Flexibility with job functions and scheduling.
Strong integrity, work ethic, and commitment to confidentiality.
Computer proficiency, including Microsoft Office and the ability to navigate multiple systems simultaneously.
Efficient and accurate data entry and typing skills.
Must become company-certified in FDCPA compliance.

Nice To Haves

Call center, customer service, collections, sales, telemarketing, or financial services experience.
Payment negotiation experience.

Responsibilities

Assist account owners or authorized individuals by providing accurate, timely information and resolving account-related inquiries.
Collect, document, and update account information during phone interactions.
Negotiate payment arrangements and collect payments when applicable.
Investigate account history, conversations, and documentation to determine appropriate resolutions.
Apply appropriate solutions, including status updates, call routing, documentation, and follow-up actions.
Maintain the integrity and accuracy of systems through thorough documentation and updates.
Adhere to federal, state, and company compliance requirements, including FDCPA regulations.
Contact consumers through inbound and outbound calls, including use of manual and auto dialers.
Maintain established levels of productivity, efficiency, and quality performance.
Meet or exceed Quality Assurance and Internal Quality standards, with a minimum expectation of 97% across applicable audits and measures.
Manage sensitive or emotional conversations with professionalism, objectivity, and empathy.
Perform administrative and other duties assigned by management.