JOB SUMMARY: Responsible for initial contact on designated accounts, establishing and maintaining good customer relations with borrower and effectively solving problems to resolve account delinquency.

ESSENTIAL JOB FUNCTIONS:
• Review, process and verify accounts and account balances.
• Establish telephone contact with customers to determine reason for delinquency and understand of what they can do to bring the account current.
• Build rapport with customer to establish a common bond of trust.
• Ensure follow-up contact, “promise to pay” dates are met, and all written notices required under state and federal collection practice laws are followed.
• Conduct all customer communication in accordance with company policy and procedures.
• Represent the company in a professional and enthusiastic manner by providing an exceptional level of customer service
• Maintain up-to-date and accurate information in the company designated systems, including but not limited to customer contact information.
• Maintain the defined minimum monthly quality assurance score.

SCHEDULE REQUIREMENTS:
• Must be able to work overtime, as needed.
• Must be able to work a flexible schedule.
• Must be able to work weekends.

MINIMUM QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required.
• High School Diploma or equivalent
• Entry level customer service or collections experience
• Proficient in email management, MS Office Suite (Word, Excel)

COMPETENCIES:
• Customer Service- Exceptional attitude and a passion for providing outstanding service to external customers.
• Communications- Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
• Problem solving/analysis: ability to solve issues efficiently and quickly.
• Active Listening: Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he or she disagrees.
• Negotiation: Explores positions and alternatives to reach outcomes that gain acceptance of all parties.
• Teamwork- Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views.
• Attendance/Punctuality- Meets attendance and punctuality guidelines.

SUPERVISORY RESPONSIBILITY
None

PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to stand, walk, reach and sit for a minimum of 8 hours with or without reasonable accommodation. The employee is required to use hands to finger, handle, or feel objects and/or tools. The employee is required to talk or hear with or without reasonable accommodation and must sometimes lift and move up to 10 pounds.

WORK ENVIRONMENT
While performing the logistics duties of this job, the employee is frequently exposed to moderate noises such as computers, printers, and other light traffic noise in an office setting.
This role is in-office. Remote work may be performed from a pre-approved location, as arranged, and scheduled by team management and approved by department leadership.

OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change or be supplemented at any time with or without notice