The MCL Agent is responsible for the daily calling and queueing of customer accounts for Customer Service Agents (CSA) by manually clicking the appropriate account phone numbers in the system.

ESSENTIAL FUNCTIONS

• Operates various equipment and systems requiring manual dexterity and hand/eye coordination (typing/ clicking a mouse) and clicks the correct accounts to dial by using a mouse, with clicks varying from 1 click per second to 1 click every 10 seconds.
• Completes training and maintains certification in practices and procedures relating to confidentiality of personal, financial and health-related information as required under various Federal laws (Fair Debt Collection Practices Act, Fair Credit Reporting Act, Gramm-Leach-Bliley Act, Health Insurance Portability and Accountability Act, etc.) and any state or local laws governing confidentiality and privacy.
• Communicates with CSA’s and supervisors to ensure optimum call volume while maintaining acceptable call-to-CSA ratios and by monitoring the system for dialing and call volume levels.
• Utilizes other programs and websites to obtain valid contact information for consumers and follows procedures for updating information into CCS’ computer systems as requested by supervisor.
• Reads and interprets information in written form including CCS policies and procedures, local state or Federal laws, and company memos.
• Communicates in writing and verbally, in person, or via phone with supervisors and managers and comprehends and applies verbal and written directions from the supervisors and managers.
• Demonstrates respect and regard for all clients, visitors, and fellow employees to ensure a professional, responsible, and courteous working environment.
• Promotes effective working relations and works effectively both as part of the department team and cross functionally with other departments to contribute to the achievement of department/company goals and objectives.
• Maintains work areas, operates assigned equipment and performs all activities as required by department standards in a safe manner.
• Provides backup support with receptionist coverage and other receptionist duties on an as needed basis.
• Supports the Consumer Correspondence team by reviewing and processing customer correspondence in accordance with department policy on an as needed basis.
• Performs other tasks as may be assigned.

QUALIFICATIONS:

• 1 years of general clerical experience in a service industry preferred.
• Strong interpersonal and verbal communications skills.
• Basic math and written communication skills.
• Experience with Microsoft Office (Excel, Outlook, Word) and basic computer experience preferred.
• Coachability: Must be receptive to feedback, willing to learn, embracing continuous improvement and is receptive and responsive to change.
• Ability to maintain a predictable and consistent full-time work schedule.

EDUCATIONAL REQUIREMENTS:

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