CSS Phone Specialist

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

About The Position

The CSS Phone Specialist handles incoming calls and addresses complex and escalated consumer concerns. The role requires active listening, evaluating relevant information, and applying sound judgment to handle consumer inquiries appropriately. The specialist provides solutions and alternatives, uses proprietary systems while multitasking, documents company records appropriately, and adheres to high call quality standards. Applicants must have current authorization to work in the United States on a full-time basis.

Requirements

High school diploma in general education.
1–2 years of customer service and phone experience.
Excellent verbal communication skills.
Ability to effectively diffuse escalated situations.
Ability to multitask.
Proficiency with Microsoft Office.
Current authorization to work in the United States on a full-time basis.

Nice To Haves

Bachelor’s degree in business or a related field.
2 or more years of experience in a financial services-related field.
Knowledge of FDCPA, FCRA, or other regulatory training.

Responsibilities

Respond to a high volume of inbound calls.
Understand and process written consumer documentation as needed to resolve consumer issues.
Identify and escalate issues that may pose a risk to the company.
Perform other duties as assigned.
Handle complex and escalated consumer concerns using active listening, relevant information, and sound judgment.
Use proprietary systems and multitask effectively.
Document company records appropriately and meet high call quality standards.

Benefits

Employees are eligible for monthly incentives or an annual bonus.
Paid training and development programs, including MCM Academy.
Recognition programs, awards, prizes, and all-inclusive vacations.
Tuition assistance for degree programs or coursework related to the current or desired role.
Comprehensive healthcare plans and options.
Fitness membership reimbursements, Weight Watchers, and wellness rewards.
Up to eight hours of paid time off each year for volunteering, plus volunteer grants and matching donations up to US$2,500 per employee annually.
Retirement savings program.
Company-paid leave for a new arrival, new-parent flex time, and child backup care options.
Company-sponsored team-building events.
Paid and floating holidays and generous paid time off.
Wellness and mental health initiatives.
Leadership training and skill-building opportunities.
Promotion opportunities from within.