Consumer Support Unit - Consumer Support Specialist

Phillips & Cohen Associates Ltd. • Gahanna, OH

1d • 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, Australia and New Zealand, seeks a Consumer Support Specialist for its Gahanna, OH office. Reporting to the Director of Consumer Support, the incumbent must be a highly driven individual who is passionate about customer service and wants to help others.

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 indepth 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.
• 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 circumstance and apply appropriate judgment-based decisions. Address matters pertaining to fraud, balance disputes, validation & statement requests
• 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 in relation 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees