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.
Understand and process written consumer documentation as needed to resolve consumer issues
Identify and escalate issues that may be a risk to the company
Perform other duties, as assigned

Benefits

Competitive salary
Monthly incentives or annual bonus
Paid training and development programs
Comprehensive healthcare plans
Fitness membership reimbursements
Weight watchers
Wellness rewards Program
Up to eight hours of paid time off each year to volunteer
Volunteer grants and matching financial donations, up to US$ 2,500 per employee annually
Paid and floating holidays
Generous paid-time-off
Company paid leave for new family support
New parent flex time
Child back-up care options