Payment Reminder Representative - Customer Service

LSI•Elgin, IL

2d•Onsite

About The Position

This customer service role contacts members on behalf of various credit unions to resolve early-stage and other delinquency. No collections experience is required; paid training is provided. The role is initially in-office in Elgin, Illinois. After at least 120 days in the office, employees may be eligible for remote work if they meet performance expectations and schedule-adherence requirements. Remote work is not guaranteed, and candidates must be prepared to work onsite as required. Approved remote employees must have a dedicated distraction-free workspace and high-speed internet of at least 50 Mbps with a static IP address; cellular internet providers do not qualify. LSI provides computer and phone equipment for approved remote work. The schedule consists of Monday through Friday daytime hours, with flexibility to work two late nights per week (as late as 10 p.m.) and two Saturdays per month. Hours vary and are discussed during the interview. Employees must be able to work scheduled days or evenings, Saturdays, and some holidays. Compensation is $17.00 per hour, with a possible $0.75 evening shift differential, a bilingual Spanish differential for those who qualify, and the opportunity to earn performance-based incentives. The role requires handling member interactions while reading, typing, and listening, navigating multiple computer programs, and documenting interaction details. Employees are expected to meet performance measures including an average of 21 outbound calls per hour and a monthly average minimum of 72% in quality reviews; a minimum 90% quality review average is required to qualify for incentives. Applicants and employees must be able to perform essential job functions with or without reasonable accommodation; accommodation requests are reviewed case by case.

Requirements

High school diploma or GED.
Proficient typing, listening, computer, and reading skills.
Ability to type approximately 40 net words per minute and troubleshoot basic computer issues.
Ability to read, write, and comprehend complex instructions accurately and promptly.
Strong communication skills.
Ability to work with dollars and cents and perform calculations such as multiplication and division as needed for payment arrangements.
Excellent problem-solving and multitasking skills.
Ability to manage emotions and stress while maintaining excellent customer service in a fast-paced environment.
Professional, upbeat attitude and desire to provide excellent customer service on every interaction.
Exceptional attendance and ability to work scheduled days or evenings, Saturdays, and some holidays.
Ability to meet performance metrics, including an average of 21 outbound calls per hour and a monthly quality-review average of at least 72%.
Must be able to commute to Elgin, Illinois and work onsite as required.
For approved remote work: a dedicated distraction-free workspace and high-speed internet of at least 50 Mbps with a static IP address; cellular internet providers do not qualify.

Nice To Haves

Spanish bilingual skills qualify for an available shift differential.
A monthly quality-review average of at least 90% qualifies for performance incentives.
Potential eligibility for remote work after at least 120 days in office, meeting performance expectations, and adhering to schedule.

Responsibilities

Contact credit union members to resolve early-stage and other delinquency.
Make an average of 21 outbound calls per hour.
Accurately document interaction details while navigating several computer programs simultaneously.
Communicate with clients and members or customers, including by email.
Handle and diffuse challenging interactions based on the reason for the call and the caller’s temperament.
Meet monthly quality-review and other performance metrics.
Work scheduled days or evenings, Saturdays, and some holidays.

Benefits

Paid training.
Evening shift differential of $0.75 per hour may apply.
Relaxed dress environment.
Generous paid time off.
Year-round employee appreciation events and an online recognition award program.
Free coffee at all LSI facility locations.
Medical, dental, and vision insurance for full- and part-time employees working more than 30 hours per week.
Life and disability insurance.
Pet insurance.
Paid volunteer time off.
Educational assistance.
Employee assistance program.
401(k) match.
Growth opportunities; 90% of leadership positions are filled from within.
Performance-based incentives.
LSI-provided computer and phone equipment for employees approved to work from home.