Consumer Care Representative

Coast Professional•Perry, NY

1d•Onsite

About The Position

The Consumer Care Representative works under close supervision, following specific procedures and detailed instructions to contact debtors about delinquent accounts and explain repayment and resolution options. The role handles routine collections and forwards more complicated accounts to a manager or other staff for resolution. It may also involve entry-level information gathering and verification for accounts considered for administrative wage garnishment or litigation, or where full repayment 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 telephone or in writing to request, gather, and file account information. Using prescribed scripts and procedures, the representative may follow up with debtors and employers 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. Physical presence in the workplace is essential. The position requires safeguarding computer systems, accounts, equipment, and physical office security and promptly reporting security violations. Coast Professional, Inc. is an Equal Opportunity Employer, and the position is at will.

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 contribute to improving 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 based on client requirements, state licensing, and the background check procedure.
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 position, including frequent use of hands or fingers, occasional standing, walking, sitting, reaching, and lifting or moving up to 10 pounds.
Ability to safeguard computer systems and office security by following applicable policies and 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 to request, gather, and file account information.
Conduct follow-up communications with debtors and employers about wage garnishment or rehabilitation programs, when applicable.
Receive and submit debtors’ hearing requests to the client, when applicable.
Refer more complicated accounts to a manager or other staff for resolution.
Perform other duties as assigned based on the line of business.
Safeguard computer systems and information by following account, password, workstation, and equipment security policies.
Report security violations to management.