Loyalty Specialist ; Collections Specialist | In-office ; Henderson, NV

Loyalty Specialist I (Collection Call Center Role)

100% In Office (Henderson, NV)

The Collection Specialist I provides support to EMPLOYERS’ customers, both internal and external, via inbound and outbound calls and e-mails. The Collection Specialist I is motivated to maintain customer satisfaction and contribute to the organization's success by resolving any emerging issues a customer might face with accuracy and efficiency.

• Deliver an exceptional customer experience while answering calls, emails, or chats from a minimum of 4 work groups. Provide information, answer questions and offer or facilitate resolution to customer inquiries.
• Provide accurate information to customers of assigned groups in accordance with company policies and department guidelines.
• Defuse situations through research, customer education and exploring alternative solutions.
• Demonstrate listening skills while exhibiting good customer service, persistence, and respect to promote ease of doing business with EMPLOYERS and a reputation of integrity.

• Be familiar with and effectively utilize all collection remedies (cancelation dates, One-time ACH, auto deducts, credit card payments, etc.) within policy to get an account current.
• Act in accordance with policies, procedures, statutes, and state laws, as applicable.
• Research balances and work with multiple departments within EMPLOYERS to resolve discrepancies for the customer to prevent company risks/loss.
• Formulate specific recommendations pertaining to the allocation of funds.
• Payment arrangements may be negotiated to minimize loss to the organization. In addition, this role protects the financial interests by communicating with members, non-members and/or external third parties to collect and resolve delinquent accounts.
• Process requests for forms and applications.
• Process reinstatements, refunds, and credits.
• Follow up on customer communications via phone, email, or chat.
• Assist clients with registering and navigating EMPLOYERS online systems.
• Route calls when necessary to appropriate resources.

• Display basic knowledge and competency in assigned workgroup(s).
• Meet performance and quality standards.
• Recognize and alert management of trends in customer calls and emails.
• Utilize internal and external resources to improve knowledge and skill base.
• Basic knowledge using Microsoft products such as Word and Excel.
• Other duties may be assigned.

• 1+ years of Collections Call Center experience.
• 1+ years in a high volume call center.
• High school diploma or equivalent.
• Ability to perform multiple tasks simultaneously.
• Ability to adjust priorities appropriately in a fast paced environment.
• Ability to conduct business efficiently and effectively over the telephone utilizing proper phone and written etiquette.
• Ability to read, write, and communicate clearly in English.
• Demonstrated customer service experience.
• Possess basic PC skills including Outlook, Word, Excel spreadsheets, and Internet use.
• Demonstrate attention to detail with timeliness and accuracy.
• Maintain high standards and measures despite pressing deadlines and added responsibilities.

• Experience with cloud based Call Center ACD/CRM software preferred.
• Relevant product knowledge (Insurance or Workers’ Compensation).
• Bilingual English/Spanish communication skills preferred.
• Associate’s Degree preferred.

• This position is required to be in-office full time with minimal travel to other office locations/meeting locations occasionally.
• This role potentially and will routinely use office equipment such as computers, phones, printers, and web conferencing technology.
• This is largely a sedentary role; however, some mobility is required.
• May work early, late, or occasional weekend hours to accommodate business needs.
• Occasional lifting of a maximum of 30 lbs.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pay Rate: $21.50/hr ($22.50/hr for those that are bilingual in Spanish) and a comprehensive benefits package.