Senior Consumer Care Representative
About The Position
The Senior Consumer Care Representative works under close supervision and follows specific procedures and detailed instructions to make initial contact with borrowers, to inform them of delinquencies in their accounts and to advise them of the existence of several specific repayment and resolution options. The Senior Consumer Care Representative makes routine collections and is responsible for assisting Consumer Care Representatives with High-Risk transactions as defined by the Department. The Senior 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 borrower. In this role the position follows detailed instructions and procedures to contact employers, health care professionals, corrections/prisons officials, state and county records departments, borrowers, and/or other third parties by telephone and/or written 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 borrowers and employers regarding wage garnishment or rehabilitation programs. The Senior Consumer Care Representative may receive and submit to the client hearing requests from borrowers. This position is considered non-exempt, meaning the employee is eligible for overtime pay under the provisions of the Fair Labor Standards Act (FSLA).
Requirements
- High School Diploma or GED required.
- Collection experience or related profession required
- Must have a Real ID and Social Security Card to complete the prescreening process
- Must be able to speak and read English clearly, professionally, and fluently
- Excellent verbal and written communication skills.
- Strong active listening skills and empathy.
- Experience with handling escalations, ensuring quality service, and improving customer experience.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- May be required to work overtime and scheduled holidays.
- Must work on-site at the Winchester, Kentucky office location.
- Must complete and certify in all required internal training programs, including CMS Medicare and Medicaid specific training.
- Must have the ability to work as a member of a team and collaborate with colleagues.
- Must have the ability to navigate multiple computer systems and enter data accurately while speaking with callers.
Responsibilities
- Make initial contact with borrowers to inform them of delinquencies.
- Advise borrowers of repayment and resolution options.
- Make routine collections.
- Assist Consumer Care Representatives with High-Risk transactions.
- Perform entry-level information gathering and verification for certain accounts.
- Contact employers, health care professionals, etc. to gather account information.
- Conduct follow-up communications with borrowers and employers regarding wage garnishment or rehabilitation programs.
- Receive and submit hearing requests from borrowers.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1-10 employees
