Consumer Support Unit - Consumer Support Associate

Phillips & Cohen Associates•Gahanna, OH

3d•Onsite

About The Position

Phillips & Cohen Associates, LLC., the global leader in deceased account management with operations in the United States, United Kingdom, Canada and Australia , seeks a Consumer Support Associate for its Columbus, OH 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.
Administrative or Customer Service experience required (1-3 years in the financial services field preferred).
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 especially MS Word & Excel.
Quality assurance/audit driven, with the ability to manage multiple tasks at once.
Excellent Communication skills – both written and verbal.
Ability to accurately read and understand cursive handwriting.
Flexible and ability to prioritize workload accordingly to challenging deadlines.
Ability to work well under pressure in a highly regulated environment.
Driven to improve the quality of the business through work efforts.
Ability to receive and apply constructive, balanced feedback.

Responsibilities

Evaluate complex consumer and account circumstances and apply appropriate judgment-based decisions.
Address matters pertaining to fraud, balance disputes, validation & statement requests, requests for SCRA- relief.
Function as the over-the-phone point of contact for consumers and/or their representative in situations involving special circumstances such as fraud, balance disputes, identity theft, validation & statement requests, and requests for SCRA-relief.
Review work queue and timely processing written requests that are related to fraud, balance disputes, identity theft, validation & statement requests, requests for SCRA-relief.
Promptly and accurately fulfill consumer requests for media or account validation.
Represent PCA and its clients in a consumer-centric and brand-conscious manner.