CSS Phone Specialist

Encore Capital Group•Troy, MI

About The Position

The CSS Phone Specialist handles incoming calls and addresses complex and escalated consumer concerns. The role requires actively listening, evaluating relevant information, and applying sound judgment to handle inquiries appropriately. The specialist provides solutions and alternatives, uses proprietary systems while multitasking, documents company records accurately, 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; field of study: 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 MS 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+ 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.
Document company records appropriately and adhere to high call quality standards.

Benefits

Competitive salary.
Monthly incentives or annual bonus eligibility for all employees.
Paid training and development programs, including MCM Academy, and promotion-from-within opportunities.
Recognition programs, company-wide awards, and prizes.
Tuition assistance for role-related or career-related education.
Comprehensive healthcare plans and options.
Fitness membership reimbursements, Weight Watchers, and wellness rewards.
Up to eight hours of paid time off annually for volunteering, plus volunteer grants and matching financial donations up to US$2,500 per employee annually.
Retirement savings program.
Company-paid leave for new parents, new-parent flex time, and child back-up 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.