Consumer Care Representative

Coast Professional•Perry, NY

6d•Onsite

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 representative handles routine collections and forwards more complicated accounts to a manager or other staff for resolution. The role may include entry-level information gathering and verification for accounts recommended for administrative wage garnishment or litigation, or accounts where full recovery may be affected by bankruptcy, incarceration, medical disability, or death. Following detailed procedures, the representative contacts employers, health care professionals, corrections or prison officials, state and county records departments, debtors, and other third parties by telephone or in writing to request, gather, and file account information. The representative may also conduct follow-up communications about wage garnishment or rehabilitation programs and may receive and submit debtors’ hearing requests to the client. This is a full-time, in-office position at 20 Parker Lane, Perry, NY 14530. The schedule is Monday through Friday with flexible scheduling. Pay is $22 per hour, with unlimited monthly bonus potential.

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 good working relationships with team members and internal contacts and to help improve overall 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, in accordance with client requirements, state licensing, and background-check procedures.
Must not be delinquent on or in default status on student loans.
Must be eligible to be licensed as a collector in certain states.
Ability to meet the described physical demands, with reasonable accommodation as applicable.

Nice To Haves

Collection experience preferred.

Responsibilities

Locate debtors’ current residence and employment information through skip-tracing.
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 third parties by telephone or in writing to request, gather, and file necessary account information.
Conduct follow-up communications with debtors and employers regarding wage garnishment or rehabilitation programs, as directed.
Receive and submit debtors’ hearing requests to the client, as applicable.
Safeguard computer systems, accounts, equipment, sensitive paperwork, and office physical security in accordance with company policies.
Immediately report witnessed security violations.
Perform additional duties as assigned based on the line of business.