CSS Phone Specialist

Midland Credit Management, an Encore Capital Group Company • Troy, MI

4d • Onsite

About The Position

The CSS Phone Specialist is responsible for handling incoming calls and must be able to effectively address complex and escalated consumer concerns. The CSS Phone Specialist must actively listen, evaluate all relevant information, and apply sound judgment to ensure consumer inquiries are handled appropriately. The CSS Phone Specialist must have excellent communication skills, consumer focus, and ability to provide appropriate solutions and alternatives. The CSS Phone Specialist must use proprietary systems and multi-task effectively. The CSS Phone Specialist is also responsible for appropriately documenting company records and adhering to high call quality standards.

Requirements

• Current authorization to work in the United States on a full-time basis.
• High School Diploma
• 1-2 years Customer Service and Phones experience
• Excellent verbal communication skills
• Effectively able to diffuse escalated situations
• Ability to multi-task
• Proficiency with MS Office

Nice To Haves

• Bachelor's Degree in Business or Related Field
• 2+ years in Financial Services related field
• Knowledge of FDCPA, FCRA or other regulatory training

Responsibilities

• Respond to high volume of inbound calls. 80%
• Understand and process written consumer documentation as needed to resolve consumer issues 10%
• Identify and escalate issues that may be a risk to the company 5%
• Perform other duties, as assigned 5%

Benefits

• Competitive salary
• Monthly incentives or annual bonus
• Paid training and development programs
• Promote-from-within philosophy
• Informal accolades
• Formal company-wide awards and prizes
• All-inclusive vacations
• Tuition Assistance
• Comprehensive healthcare plans and options
• Fitness membership reimbursements
• Weight watchers
• Wellness rewards Program
• Up to eight hours of paid time off each year to volunteer
• Volunteer grants
• Matching financial donations, up to US$ 2,500 per employee annually
• Retirement Savings
• Company paid leave for new family support
• New parent flex time
• Child back-up care options
• Company-sponsored team-building events
• Holiday celebrations
• Department outings
• Paid and floating holidays
• Generous paid-time-off
• Wellness and mental health initiatives
• Support volunteerism
• Environmental efforts
• Leadership training
• Skill-building

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED