Consumer Care Representative; Collections Specialist​/Customer Service

Consumer Care Representative (Collections Specialist/Customer Service)

The Consumer Care Representative (Customer Service) works under close supervision and follows specific procedures and detailed instructions to make initial contact with debtors, to inform them of delinquencies in their accounts and to advise them of the existence of several specific repayment and resolution options. The Consumer Care Representative (Customer Service) makes routine collections and forwards more complicated accounts to the Manager or other staff for resolution.

The Consumer Care Representative (Customer Service) may perform entry-level information gathering and verification for certain accounts when more senior employees, managers or the client have either recommended an account for Administrative Wage Garnishment/Litigation or have determined that the full balance cannot be collected due to bankruptcy, incarceration, medical disability, or death on the part of the debtor. In this role the position follows detailed instructions and procedures to contact employers, health care professionals, corrections/prisons officials, state and county records departments, debtors, and/or other third parties by telephone and/or in writing to request, gather, and file necessary account information.

Under close supervision and using the specific scripts and procedures, the position may conduct follow-up communications with the debtors and employers regarding wage garnishment or rehabilitation programs. The Consumer Care Representative (Customer Service) may receive and submit to the client hearing requests from debtors.

Job duties and responsibilities include skip-tracing debtors to locate current residence and employment information, handling incoming and outgoing collection calls, negotiating balance in full payments, payment arrangements or legal referrals, reviewing accounts and schedule contact dates for follow-up calls, reading and following scripts verbatim, following Federal/State laws and company policies, documenting interactions with Debtors, and additional duties as assigned based on the line of business.

Qualifications include a high school diploma or GED required, reading and typing, working knowledge of modern office procedures, methods, and computer equipment, excellent communication skills, principles and practices of customer service, good organizational skills and attention to detail, ability to comply with rules, regulations, laws and methods as related to debt collection, work independently in the absence of immediate supervision, ability to handle and resolve recurring problems, successfully complete and pass the FDCPA test, successfully be approved to work on the contract, per the client's requirements, state licensing and background check procedure.

This position requires U.S. citizenship and security clearance granting access to classified information. Information and Physical Security is the responsibility of every employee. This position requires you are eligible to be licensed as a collector in certain states. While performing the duties of this position, the physical presence in the workplace is essential. The employee is regularly required to talk or hear.

The noise level in the work environment is usually moderate. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms.

The employee must occasionally lift and/or move up to 10 pounds.

This job description reflects management's assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing in the herein restricts management's right to assign or reassign duties and responsibilities to this job at any time. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Coast Professional, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, protected veteran status, genetic information or any other categories protected by applicable law.