First Party Collections Representative

Service Corporation International

1d•Hybrid

About The Position

Our associates celebrate lives. We celebrate our associates. As a persuasive communicator, this role negotiates payments or creates payment arrangements on past due accounts.. Utilizes technology to update customer records, post payments, and research customer discrepancies. Proficiencies include software and product knowledge as well as consistently meeting or exceeding key performance indicator requirements.

Requirements

High School Diploma or GED
Experience in a call center, collections or customer retention environment
Experience with software and maintaining databases preferred
Technical ability to quickly learn and become proficient with proprietary software
Multi-tasking skill set to manage multiple conversations via chat, email and voice channels
Persuasive verbal communication, professional writing, and exceptional listening skills
Cognitive ability including reasoning, multi-tasking, comprehend ideas, learn quickly, learn from experience, and appropriately apply learning to new situations.
Process and results oriented, motivated to keep projects moving ahead by identifying obstacles to management
Must have a positive attitude, a drive to continually advance your understanding of the industry and business, and highly self-motivated
Professional written and verbal communication skills
Ability to build professional and trusting business relations
Proficient MS Office Outlook

Responsibilities

Applying assertive and persuasive communication skills, responds to inbound and automated dialed first party past due accounts.
Quickly builds rapport with customers to discuss delinquent balances, understands payment issues, removes customer payment obstacles, and negotiates payment(s).
Updates customer contact information and documents conversation outcomes in database.
Maintains accurate customer records.
Processes payments through PCI compliant link.
Verifies and posts payments according to procedures.
Researches payment issues to corroborate customer’s account issues.
Calls locations to discuss account discrepancies, receivables, or late postings and to resolve customer calls for location specific processes.
Efficiently handles customer inquiries and issues, ensuring satisfaction
Manages daily tasks effectively, prioritizing work to meet deadlines and ensuring smooth operations.
Learning to apply knowledge and skills to the business environment.
Works under guidance with work peer reviewed for accuracy, quality, and coaching.
Completes routine work following established procedures and complying with regulations and policies; escalates non-routine issues for assistance.
Exhibits accountability for behaviors.
Ensures compliance with local, state, and federal regulations.
Takes the initiative to discuss assignments, expectations, priorities and deadlines as well as seek guidance and coaching from manager.
Adjusts effectively to work within new work structures, processes, requirements or cultures.
Demonstrates a strong focus on meeting the immediate needs of customers.
Cooperates with team members to meet shared objectives.
Makes routine decisions following established guidelines to resolve customer issues.