Collections Call Center Representative
Job in
Las Vegas, Clark County, Nevada, 89108, USA
Listed on 2026-08-28
Listing for:
EMPLOYERS (NYSE: EIG)
Full Time
position Listed on 2026-08-28
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, Call Center / Support, Banking & Finance
Job Description & How to Apply Below
EMPLOYERS (NYSE: EIG) seeks a Collections Call Center Representative to join our Customer Service & Support team in the Banking, Insurance & Investment industry. In this role, you will manage high-volume inbound and outbound calls to small business policyholders, resolve past-due workers' compensation premium accounts, negotiate payment arrangements, and maintain accurate account records. You will deliver empathetic, compliant service while meeting productivity and quality goals.
EMPLOYERS fosters a supportive, collaborative culture with strong training, professional growth, and the opportunity to make a meaningful impact in safety-focused insurance.
Responsibilities
- Handle high-volume inbound and outbound collection calls with small business policyholders.
- Discuss and resolve past-due workers' compensation premium balances in a professional, compliant manner.
- Negotiate and document payment arrangements and follow-up plans within company guidelines.
- Research account histories, reconcile discrepancies, and escalate complex issues when needed.
- Update customer account information accurately in CRM and billing systems after each interaction.
- Adhere to applicable collection regulations and internal policies to minimize risk.
- Meet or exceed individual and team metrics for call quality, productivity, and recovery rates.
- Collaborate with underwriting, billing, and customer service teams to resolve account issues.
- Provide clear, empathetic explanations of bills, policies, and payment options to customers.
- Contribute to a supportive, collaborative team environment focused on continuous improvement.
Required Skills
- Outbound and inbound call handling
- Debt collection and account resolution
- Negotiation of payment arrangements
- CRM and call center software usage
- Billing and account reconciliation
- Knowledge of collections and consumer protection regulations
- Insurance or financial services terminology
- Data entry and documentation accuracy
- Customer service and de-escalation
- Basic Excel and office productivity tools
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