What are the responsibilities and job description for the Consumer Support Agent position at Phillips & Cohen Associates Ltd.?
Phillips & Cohen Associates, Ltd., the global leader in deceased account management with operations in the United States, United Kingdom, Canada, Ireland, Spain, Portugal, Germany, Australia and New Zealand, seeks a Consumer Support Agent for its Wilmington, DE office. Reporting to the Consumer Support Unit Manager, the incumbent will be responsible for receiving, handling and reporting consumer requests, queries and special-handling situations.
Responsibilities:
Experience:
PCA provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, disability, marital status, sexual orientation, veteran status, genetic information and any other basis protected by federal, state or local laws and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of our jobs.
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 at any time with or without notice.
Responsibilities:
- Receive and action phone calls from consumers that require a level of special account handling.
- Function as the over-the-phone point of contact for consumers and/or their representatives to address matters pertaining to fraud, balance disputes, validation and substantiation requests, requests for SCRA-relief.
- Review work queue and timely processing of written consumer correspondence related to fraud, balance disputes, identity theft, validation & statement requests, reward-point inquiries, and requests for hardship or SCRA-relief
- Evaluate complex consumer and account circumstance and apply appropriate judgment-based decisions.
- Access client portals to obtain and deliver account-related documentation, including customer agreements, billing statements and payment histories.
- Investigate and resolve consumers queries in accordance with PCA and client SLA protocols.
- Represent PCA and its clients in a consumer-centric and brand-conscious manner
- High School Diploma or equivalent required; college education preferred.
- Two or more (2 ) years Administrative or Customer Service experience required.
- Previous experience within a third-party collection agency, particularly in a capacity that has required in-depth exposure and understanding of client standards and expectations is required.
- Experience with MS Office products (primarily Word & Excel) and web-based applications.
- Excellent verbal communication skills; the ability to establish trust and credibility.
- Flexible and able to prioritize workload accordingly to challenging deadlines.
- Ability to work well in a fast-paced and highly regulated environment where attention to detail truly matters.
- Ability to receive and apply constructive, balanced feedback.
- Multi-lingual fluency a plus.
- Key attributes; Commitment; Multi-task; Professional; Responsible Compliance; Compassionate; Innovation; Charisma, Confidence, Self-Starter, Leadership, Negotiation, Creativity, Independence, Motivation, Appreciation of Diverse Backgrounds/Experiences; Communication; Listen; Resolve; Fulfill; Investigate; Contracts; Billing Statements; Hardship; Fair; Equitable; Active Listening.
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
- 8 hour shift
- Day shift
- Monday to Friday
- Night shift
- Weekend availability
- Ability to commute/relocate:
Experience:
- Call center: 2 years (Preferred)
- Customer service: 2 years (Preferred)
- Third Party Collection: 2 years (Preferred)
PCA provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, disability, marital status, sexual orientation, veteran status, genetic information and any other basis protected by federal, state or local laws and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of our jobs.
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 at any time with or without notice.
