Senior Consumer Care Representative

Coast Professional, Inc.•Wilmington, DE

4h•Onsite

About The Position

The Senior CCR 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 CCR makes routine collections and forwards more complicated accounts to the Collection Specialist or other staff for resolution. The Senior CCR 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 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 borrowers and employers regarding wage garnishment or rehabilitation programs. The Senior CCR may receive and submit to the client hearing requests from borrowers.

Requirements

HIGH SCHOOL DIPLOMA OR GED REQUIRED
Collection experience preferred
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 as 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.
May be required to undergo and pass applicable background checks.

Responsibilities

Skip-tracing borrowers to locate current residence and employment information
Handling incoming and outgoing collection calls
Negotiating balance in full payments, payment arrangements or legal referrals
Preparing consolidation paperwork
Reviewing accounts and schedule contact dates for follow-up calls
Assist the management team as needed.
Provide support to Collectors by checking email, process payments, validating and running credit cards.
Additional duties as assigned based on Line of Business
Safeguard the computer systems by following proper username and password management which includes selecting challenging passwords and committing them to memory – they should not be written down or stored where others can freely have access.
Securing your desk and workstation when you are not there – this includes locking your session and putting sensitive paperwork away when not physically at your desk.
Not to share your username or password with anyone.
Follow all Information Technology policies and procedures in regards to the management of your system accounts and equipment.
If you witness any security violation you should immediately report it to management.

Benefits

11 Paid Holidays
401(k)
401(k) matching
AD&D insurance
Dental insurance
Disability insurance
Employee assistance program
Health insurance
Life insurance
Paid sick time
Paid time off
Paid training
Referral program
Vision insurance
$630 to be paid towards medical health insurance per month.
Optional buy-up plans for dental coverage.
11 Federal holidays
Employees will begin accruing one hour of paid sick leave for every 30 hours worked, with a maximum accrual.
Employees may not use more than 40 hours of sick leave in any benefit year.
Beginning on the one-year anniversary of employment, 10 days of vacation will be awarded.
Thereafter, additional vacation will be awarded on each anniversary with vacation accruals increasing on five-year incremental anniversaries.
401k plan
Coast will match up to 3% of contributions made after one year of employment.
Company-paid term life insurance with a $10,000 death benefit upon successful completion of a 90-day introductory period.
Health Savings Account (HSA): Available when enrolled in Bronze medical plan
Accident insurance offered
Employee life insurance (additional coverage available at employee cost) offered
Spouse and child life insurance options offered
Short and long term disability offered
Employee assistance program (EAP)
Employee referral bonuses