Collection Customer Service Rep

Position Summary:

The Collection Customer Service Representative is responsible for locating and contacting consumers to obtain payment while adhering to federal, state, and client collection guidelines and laws. This role requires providing excellent customer service, overcoming objections, and demonstrating effective communication skills in every interaction.

Key Requirements for Consideration: To be considered, applicants MUST meet all the following criteria:

Collection Experience: Minimum of 2 years of experience in collections (not just customer service)
FDCPA Knowledge: In-depth understanding and application of FDCPA regulations
Third-Party Experience: Previous experience handling third-party collections
Work from Home: At least 1 year of experience working remotely (from home)
Clear, Pleasant Tone: Strong communication skills with a clear voice, good grammar, and a pleasant tone of voice
Voice Sample: A voice sample must be submitted with your message
Great Phone Etiquette: Excellent phone skills with proper manners and professionalism
Proven Work Ethic: Strong work ethic, self-starter, and ability to work independently

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Make a minimum of 150 outbound calls per day (using a dialer).
Offer exceptional customer service to each customer contacted.
Use the CRM system to manage customer interactions and maintain accurate records.
Adhere to FDCPA regulations and company policies.
Set up payment arrangements and follow up on outstanding accounts.
Provide updates and answer questions related to customer files.
Use skip tracing techniques to locate correct parties for resolution.
Overcome objections and negotiate payment plans.
Communicate professionally and courteously with customers while collecting payments.
Respond to customer inquiries promptly.

Skills:

Speed and efficiency in navigating computer systems.
Excellent listening skills.
Attention to detail.
Strong negotiation and skip tracing skills.
Exceptional customer service abilities.
Patience and empathy when dealing with customers.
Self-motivated and independent with a strong desire to succeed.
Ability to work efficiently and be a team player.
Willingness to learn and grow within the role.

Work Info:
US Eastern Standard Time Zone Hours
Monday - Friday