Consumer Care Representative

Coast Professional, Inc.•Windsor Charter Township, MI

12d•Hybrid

About The Position

The Consumer Care Representative works under close supervision and follows specific procedures and detailed instructions to make initial contact with debtors, inform them of account delinquencies, and explain available repayment and resolution options. The role handles routine collections and refers more complicated accounts to a manager or other staff for resolution. The representative may conduct entry-level information gathering and verification for accounts recommended for administrative wage garnishment or litigation, or where the full balance may be uncollectible due to circumstances such as bankruptcy, incarceration, medical disability, or death. Following established procedures, the representative contacts employers, health care professionals, corrections officials, government records departments, debtors, and other third parties by phone or in writing to request, gather, and file account information. The role may also conduct follow-up communications concerning wage garnishment or rehabilitation programs and may receive and submit debtor hearing requests to the client. This is a full-time hybrid opportunity. Employees must live within a 50-mile driving radius of the office at 7285 Parsons Dr, Dimondale, MI 48821. Pay is $15.25 per hour, plus $630 per month toward medical health insurance, with monthly bonus potential. The position requires U.S. citizenship and a security clearance granting access to classified information, subject to a suitability review. Collector licensing may be required in certain states; Coast will submit and maintain required individual collector licenses on the employee’s behalf.

Requirements

High school diploma or GED.
Ability to read and type.
Working knowledge of modern office procedures, methods, and computer equipment.
Excellent communication skills.
Knowledge of customer service principles and practices.
Ability to establish effective working relationships with team members and internal contacts to maintain and improve service.
Good organizational skills and attention to detail.
Ability to comply with rules, regulations, laws, and methods related to debt collection.
Ability to work independently in the absence of immediate supervision.
Ability to handle and resolve recurring problems.
Successfully complete and pass the FDCPA test.
Approval to work on the contract under the client’s requirements, including applicable state licensing and background-check procedures.
U.S. citizenship and a security clearance granting access to classified information are required; a suitability review follows acceptance of a conditional offer. The posting notes that, in rare instances, non-U.S. citizens with highly specialized skills and experience may also be considered for the clearance process.
Eligibility for collector licensing in certain states.
Live within a 50-mile driving radius of the office in Dimondale, Michigan.
Follow information technology and physical security policies and procedures.
Meet the physical requirements of the role, including regular talking or hearing; frequent hand or finger use; occasional standing, walking, sitting, reaching, and lifting or moving up to 10 pounds; and the specified vision abilities.

Nice To Haves

Collection experience preferred.

Responsibilities

Use skip-tracing to locate debtors’ current residence and employment information.
Handle incoming and outgoing collection calls.
Negotiate payment in full, payment arrangements, or legal referrals.
Review accounts and schedule contact dates for follow-up calls.
Read and follow scripts verbatim.
Follow federal and state laws and company policies.
Document interactions with debtors.
Gather and verify account information by contacting debtors, employers, health care professionals, corrections officials, records departments, and other third parties by telephone or in writing.
Conduct follow-up communications with debtors and employers regarding wage garnishment or rehabilitation programs when assigned.
Receive and submit debtor hearing requests to the client when assigned.
Safeguard computer systems, accounts, equipment, sensitive paperwork, and office physical security; report security violations to management.
Perform additional duties as assigned based on line of business.