What are the responsibilities and job description for the CSA, FS Route IV position at The CCS Companies?
The Financial Services (FS) Route Customer Service Agent (CSA) is responsible for collecting delinquent funds on high-balance accounts placed with CCS for third-party collection. They oversee the management of 400 accounts that correspond to a specific client; including the daily calling and contacting of each account until the matter is resolved.
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.
- Comprehends and executes verbal and written directions from supervisors and managers.
- Attains a level of knowledge about CCS clients loan programs and converses with customers in an intelligent and professional manner.
- Reads and interprets information regarding clients, debtors, policies and procedures, laws, and company memos.
- Participates in various problem-solving and decision-making activities requiring skills such as listening, speaking, reading, writing, analyzing, independent-thinking, organizing, prioritizing, planning, delegating, and basic math.
- Operates various equipment and computer systems requiring manual and visual dexterity and hand/eye coordination (i.e. typing/keyboarding).
- Responsible for skip tracing accounts with incorrect contact data using internet websites (Google, White Pages, etc) along with company paid sites (Accurint).
- Demonstrates respect and regard for all clients, visitors, and fellow employees to ensure a professional, responsible, and courteous working environment.
- Maintains work areas and equipment in conditions consistent with department standards; operates equipment and performs all activities in a safe manner.
- Performs other tasks as may be assigned by manager/supervisor.
Qualifications:
- Prefer one or more years of general collection experience with a collection agency.
- Strong interpersonal and verbal communications skills.
- Strong negotiation skills; motivated and goal-oriented.
- Basic math and writing skills.
- Coachable: receptive to feedback, responsive to change, willing to learn, and embraces continuous improvement.
- Previous Skip Tracing experience is highly preferred.
- Ability to maintain a predictable and consistent full-time work schedule.
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EDUCATIONAL REQUIREMENTS:
- High School diploma (GED acceptable) or equivalent work experience.