Consumer Care Representative

Coast Professional, Inc.•Village of Perry, NY

12d•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 also involve entry-level information gathering and verification for accounts recommended for administrative wage garnishment or litigation, or where the full balance may not be collectible due to bankruptcy, incarceration, medical disability, or death. Using specific scripts and 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 position may conduct follow-up communications with debtors and employers 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 at 20 Parker Lane, Perry, NY 14530, paying $22 per hour with unlimited monthly bonus potential. The schedule is Monday through Friday with flexible scheduling. Physical presence in the workplace is essential. The work environment is usually moderately noisy. Physical requirements include regularly talking or hearing; vision abilities including close, distance, and color vision, peripheral vision, and focus adjustment; frequent use of hands or fingers to handle or feel objects, tools, or controls; occasional standing, walking, sitting, and reaching; and occasionally lifting or moving up to 10 pounds.

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 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 without immediate supervision.
Ability to handle and resolve recurring problems.
Successfully complete and pass the FDCPA test.
Meet contract approval requirements, state licensing requirements, and background check procedures.
Not be delinquent on or in default status on any student loans.
Be eligible to be licensed as a collector in certain states.
Follow information technology and security policies, including proper username and password management and physical security procedures.

Nice To Haves

Collection experience preferred.

Responsibilities

Skip-trace debtors to locate 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 request, gather, and file account information.
Conduct follow-up communications with debtors and employers regarding wage garnishment or rehabilitation programs, as needed.
Receive and submit debtor hearing requests to the client, as needed.
Perform additional duties as assigned based on the line of business.
Safeguard information, computer systems, accounts, equipment, and physical office security; report security violations to management.