Consumer Care Representative (Collections Specialist/Customer Service)

Coast Professional•Geneseo, NY

2d•Onsite

About The Position

The Consumer Care Representative works under close supervision and follows specific procedures and detailed instructions to contact 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. It may also involve entry-level information gathering and verification for accounts being considered for administrative wage garnishment or litigation, or where full collection may be prevented by bankruptcy, incarceration, medical disability, or death. The representative contacts employers, health care professionals, corrections or prison officials, state and county records departments, debtors, and other third parties by phone or in writing to request, gather, and file account information. Using prescribed scripts and procedures, the position may conduct follow-up communications about wage garnishment or rehabilitation programs and may receive and submit debtor hearing requests to the client. This is a full-time, in-office position in Geneseo, New York, scheduled Monday through Friday. Total hourly compensation, including fringe benefits, is $21.43–$26.93. Base pay is $17.20–$22.00 per hour, with a health and welfare fringe benefit of $4.23–$4.93 per hour, provided in accordance with applicable contract requirements. The role requires U.S. citizenship and a security clearance granting access to classified information, subject to the stated suitability review. The employee must also be eligible for collector licensing in certain states; Coast will submit and maintain required individual collector licenses on the employee’s behalf.

Requirements

High school diploma or GED.
Provide an enhanced license, Real ID, or passport, along with a Social Security card, before the start date.
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 good 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.
Be approved to work on the contract under the client’s requirements, state licensing, and background check procedures.
U.S. citizenship and security clearance granting access to classified information are required; the posting notes rare consideration of non-U.S. citizens with highly specialized skills and experience for the clearance process.
Be eligible for collector licensing in certain states.
Physical presence in the workplace is essential.
Ability to safeguard sensitive information and follow information technology and physical security policies.

Responsibilities

Use skip-tracing methods 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.
Contact employers, health care professionals, corrections or prison officials, state and county records departments, debtors, and other third parties by telephone or in writing to gather and file account information.
Conduct follow-up communications with debtors and employers regarding wage garnishment or rehabilitation programs, as directed.
Receive and submit debtor hearing requests to the client.
Refer complicated accounts to a manager or other staff for resolution.
Perform additional duties as assigned based on the line of business.
Safeguard computer systems, accounts, equipment, sensitive paperwork, and office access; follow applicable security policies and report security violations.