Consumer Care Representative

Coast Professional, Inc.•Village of Perry, NY

2d•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 considered for administrative wage garnishment or litigation, or where collection may be affected by bankruptcy, incarceration, medical disability, or death. Following 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 regarding 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 role requires safeguarding computer systems, equipment, and sensitive information and following company security procedures. The physical demands include regularly talking or hearing; frequently using hands or fingers to handle or feel objects, tools, or controls; occasionally standing, walking, sitting, reaching, and lifting or moving up to 10 pounds. The work environment has a usually moderate noise level.

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 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 according to client requirements and pass applicable state licensing and background check procedures.
Must not be delinquent on or in default status on any student loans.
Must be eligible to be licensed as a collector in certain states.
Ability to meet the physical demands of the role, including occasionally lifting or moving up to 10 pounds.

Nice To Haves

Collection experience preferred.

Responsibilities

Skip-trace debtors to locate current residence and employment information.
Handle incoming and outgoing collection calls.
Negotiate balance-in-full payments, 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 to request, gather, and file account information.
Conduct follow-up communications with debtors and employers regarding wage garnishment or rehabilitation programs, as applicable.
Receive and submit debtor hearing requests to the client, as applicable.
Perform additional duties as assigned based on the line of business.
Safeguard computer systems, equipment, and sensitive information and report security violations to management.