Consumer Care Representative (Collections Specialist/Customer Service)

Coast Professional, Inc.•Town of Geneseo, NY

9d•$21 - $27•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 repayment and resolution options. The role handles routine collections and refers more complicated accounts to a manager or other staff for resolution. The position may perform entry-level information gathering and verification for accounts recommended for administrative wage garnishment or litigation, or when a debtor’s balance may not be collectible because of bankruptcy, incarceration, medical disability, or death. Following established procedures, the representative contacts employers, health care professionals, corrections or prison officials, government records departments, debtors, and other third parties by phone or in writing to request, gather, and file account information. The role may also conduct follow-up communications about wage garnishment or rehabilitation programs and receive and submit debtor hearing requests to the client. This is a full-time, in-office position in Geneseo, New York, with a Monday-to-Friday schedule. 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.

Requirements

High school diploma or GED.
Provide an enhanced license, Real ID, or passport along with a Social Security card before the start date.
Reading and typing skills.
Working knowledge of modern office procedures, methods, and computer equipment.
Excellent communication skills and 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.
Be approved to work on the contract under the client’s requirements and state licensing and background check procedures.
U.S. citizenship and security clearance granting access to classified information are required; the posting notes that non-U.S. citizens with highly specialized skills and experience may in rare instances be considered for the clearance process.
Be eligible to be licensed as a collector in certain states; Coast will submit and maintain required individual collector licenses on the employee’s behalf.
Safeguard information and physical security, follow IT policies and procedures, and promptly report security violations.

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, 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.