Experienced Consumer Care Representative
About The Position
The Experienced Consumer Care Representative works under close supervision and follows specific procedures and detailed instructions to make initial contact with debtors, to inform them of delinquencies in their accounts and to advise them of the existence of several specific repayment and resolution options. The Consumer Care Representative makes routine collections and forwards more complicated accounts to the Manager or other staff for resolution. The Consumer Care Representative may perform entry-level information gathering and verification for certain accounts when more senior employees, managers or the client have either recommended an account for Administrative Wage Garnishment/Litigation or have determined that the full balance cannot be collected due to bankruptcy, incarceration, medical disability, or death on the part of the debtor. In this role the position follows detailed instructions and procedures to contact employers, health care professionals, corrections/prison officials, state and county records departments, debtors, and/or other third parties by telephone and/or in writing to request, gather, and file necessary account information. Under close supervision and using the specific scripts and procedures, the position may conduct follow-up communications with the debtors and employers regarding wage garnishment or rehabilitation programs. The Consumer Care Representative may receive and submit to the client hearing requests from debtors.
Requirements
- High school diploma or GED required
- Minimum of 4 years of student loan collection experience required
- Reading and typing
- Working knowledge of modern office procedures, methods, and computer equipment
- Excellent communication skills
- Principles and practices of customer service
- Establish a good working relationship with team members and internal contacts in order to maintain and continuously strive to improve the level of overall service being provided
- Good organizational skills and attention to detail
- Ability to comply with rules, regulations, laws and methods related to debt collection
- Work independently in the absence of immediate supervision
- Ability to handle and resolve recurring problems
- Successfully complete and pass the FDCPA test
- Successfully be approved to work on the contract, per the client’s requirements, state licensing and background check procedure
- This position requires that you not be delinquent on or in default status on any student loans.
- This position requires you to be eligible to be licensed as a collector in certain states.
Responsibilities
- Skip-tracing debtors to locate current residence and employment information.
- Handling incoming and outgoing collection calls.
- Negotiating balance in full payments, payment arrangements or legal referrals.
- Reviewing accounts and schedule contact dates for follow-up calls.
- Reading and following scripts verbatim.
- Follow Federal/State laws and company policies.
- Documenting interactions with debtors.
- Additional duties as assigned based on the line of business.
Benefits
- 11 Paid Holidays
- 401(k)
- 401(k) matching
- AD&D insurance
- Dental insurance
- Disability insurance
- Employee assistance program
- Flexible schedule
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Paid training
- Referral program
- Vision insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
