Consumer Support Unit - Consumer Support Agent

Phillips & Cohen Associates Ltd.•Wilmington, DE

19h•Onsite

About The Position

Phillips & Cohen Associates, Ltd., the global leader in deceased account management with operations in the United States, United Kingdom, Canada, Ireland, Spain, Portugal, Germany, Australia and New Zealand, seeks a Consumer Support Agent for its Wilmington, DE office. Reporting to the Consumer Support Unit Manager, the incumbent will be responsible for receiving, handling and reporting consumer requests, queries and special-handling situations.

Requirements

High School Diploma or equivalent required; college education preferred.
Two or more (2+) years Administrative or Customer Service experience required.
Previous experience within a third-party collection agency, particularly in a capacity that has required in-depth exposure and understanding of client standards and expectations is required.
Experience with MS Office products (primarily Word & Excel) and web-based applications.
Excellent verbal communication skills; the ability to establish trust and credibility.
Flexible and able to prioritize workload accordingly to challenging deadlines.
Ability to work well in a fast-paced and highly regulated environment where attention to detail truly matters.
Ability to receive and apply constructive, balanced feedback.
Multi-lingual fluency a plus.

Nice To Haves

Call center: 2 years (Preferred)
Customer service: 2 years (Preferred)
Third Party Collection: 2 years (Preferred)

Responsibilities

Receive and action phone calls from consumers that require a level of special account handling.
Function as the over-the-phone point of contact for consumers and/or their representatives to address matters pertaining to fraud, balance disputes, validation and substantiation requests, requests for SCRA-relief.
Review work queue and timely processing of written consumer correspondence related to fraud, balance disputes, identity theft, validation & statement requests, reward-point inquiries, and requests for hardship or SCRA-relief
Evaluate complex consumer and account circumstance and apply appropriate judgment-based decisions.
Access client portals to obtain and deliver account-related documentation, including customer agreements, billing statements and payment histories.
Investigate and resolve consumer queries in accordance with PCA and client SLA protocols.
Represent PCA and its clients in a consumer-centric and brand-conscious manner.