Description

POSITION SUMMARY:

The Customer Service Agent (CSA), Specialty and Projects II interacts with our clients’ customers to negotiate payment arrangements and/or resolve disputes relative to the debt owed. CSA, Specialty & Projects II will be responsible to work on a dedicated team, focused on purchased debt. This position may also be responsible to work other lines of business as needed.

ESSENTIAL FUNCTIONS:

• Maintains a professional and customer-friendly manner with each account.
• Engages customers in a manner consistent with all applicable federal, state and local debt collection laws; undertakes appropriate training and certification, as required.
• Follows the appropriate scripts when handling both inbound and outbound calls.
• Negotiates payment plans and settlements with consumers based on the clients’ parameters.
• Identifies disputes and ensures proper resolution.
• Updates client information in a timely and accurate manner.
• Communicates in writing and verbally (in person and/or via phone) with supervisors and managers.
• Executes verbal and written directions from supervisors and managers.
• Reads and interprets information regarding clients, consumers, policies and procedures, laws, and company memos.
• Participates in various problem-solving and decision-making activities, as required.
• Operates various equipment and computer systems requiring manual and visual dexterity and hand/eye coordination (i.e. typing/keyboarding).
• Demonstrates respect and regard for all clients, visitors, and fellow employees to ensure a professional, responsible, and courteous working environment.
• Promotes effective working relationships and works effectively with both the department team and other departments to contribute to the achievement of department and company goals and objectives.
• Maintains work areas and equipment in conditions as required by department standards; operates assigned equipment and performs all activities in a safe manner.
• Performs other tasks as may be assigned by manager/supervisor.
• Ability to maintain consistent and regular attendance in accordance with an established schedule.
• Ability to work onsite/in-office in accordance with CCS and department policies and procedures.

Qualifications

QUALIFICATIONS:

• Prefer one or more years of customer service experience, ideally in the collections industry.
• Strong interpersonal and verbal communication skills.
• Moderate typing skills (35 wpm).
• Basic math and writing skills.
• Bilingual/multilingual language skills desirable.
• Successful completion of a company-sponsored two-week training program.
• Must successfully pass background check required to obtain MN Debt Collector license.

EDUCATIONAL REQUIREMENTS:

• High School diploma (GED acceptable) or equivalent work experience.