Escalation Specialist - Bankruptcy
About The Position
The Escalation Call Specialist will be responsible for servicing clients with past due account status issues. This role involves taking inbound calls from customers and authorized third parties regarding account status, responding to inquiries about debt settlement options and status requests with a focus on quality and first call resolution. The specialist will explain available programs and benefits, negotiate payments and settlements on past due accounts, and investigate/research consumer information. Additionally, the role requires qualifying consumers for payment plans by gathering complete information, determining customer needs, overcoming objections, and educating customers on the impact of working with a DSA on their credit and expenses, the difference between DSA and consolidation loans, and the NFCC relationship. Maintaining compliance with FDCPA and state regulations, implementing strategies to negate losses, demonstrating exemplary customer service, monitoring delinquent accounts, and using online tools for research are also key responsibilities. The specialist will maintain account documentation, prioritize assigned work, and provide outstanding customer service to customers, third parties, and OneMain employees.
Requirements
- High School Diploma or GED
- Strong phone, communication and negotiation skills
- Ability to work well under pressure and meet goals in a fast-paced environment
- Quick thinker with creative research skills
- Proficiency with Internet and basic MS Office applications
- Ability to maintain confidentiality with sensitive information
Nice To Haves
- Collection experience preferred but will train highly motivated individual with sales experience
Responsibilities
- Taking inbound calls from customers and authorized third parties regarding the status of an active or inactive account.
- Responding to inbound caller inquiries around debt settlement options and status requests, with focus on quality and first call solution.
- Providing an explanation of programs and benefits available to customers.
- Negotiate with authorized customers via telephone regarding past due accounts
- Investigating, researching & tracking consumer information
- Negotiate payments & settlements on customer accounts
- Qualifying consumers for payment plans by gathering full and complete information
- Ability to quickly determine customer needs, and overcome objections.
- Educate customers on what impacts working with a DSA can have on their credit and overall expense.
- Educate customers on difference between DSA and Consolidation loans.
- Provide customers with necessary information to educate customer on NFCC relationship
- Maintaining compliance with FDCPA and state regulations
- Implement key strategies to negate losses as well as demonstrating exemplary customer service standards.
- Monitor delinquent accounts for status updates and follow up with consumers and authorized third parties if needed.
- Using online tools to research information on accounts
- Maintaining account documentation and follow up as necessary
- Provide outstanding customer service to customers, 3rd parties, and OneMain employees
- Prioritizing assigned work to align with business and company needs
Benefits
- Health and wellbeing options for team members and their dependents
- Up to 4% matching 401(k)
- Employee Stock Purchase Plan (10% share discount)
- Tuition reimbursement
- Continuing education
- Bonus eligible
- Paid time off
- Paid volunteer time
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
