Call Center Representative - Debt Counselor

Please note, this is a hybrid work opportunity handling Student Loan collections. You must be able to work onsite in our Fairport, New York Office three (3) days per week, every Tuesday, Wednesday and Thursday.

For 40 years, Con Serve has been a leading provider of accounts receivable management and collection services specializing in customized solutions for colleges and universities, guaranty agencies, private lenders, credit unions and government contracts.

We are based on the simple principle that helping people fulfill their obligations, in ways that preserve their dignity, enhances self-confidence and empowers them with a sense of control. At Con Serve, we call it Fostering Financial Freedom. We take great pride in being a team of the right people, doing the right thing, at the right time, the right way.

• Performance-based monthly bonus opportunity
• Award-winning benefits packages
• Flexible schedules
• Growth opportunities
• Repeatedly named one of the Best Places to Work in Collections
• Two-time recipient of the Better Business Bureau's Torch Award for Ethics

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* NET: 43-3011.00, 13-2071.00, 43-4051.00, 41-3031.02

Our Representatives use a consultative approach to manage and collect on delinquent accounts. Our consultative approach helps consumers identify the most suitable way to resolve a balance in the best interest of all parties. Since client satisfaction is a top priority, it is imperative that Con Serve locates professional individuals who are customer-focused, detail-oriented and able to work in a fast-paced environment.

If you're a motivated, positive, team player and problem solver, then you would be a good fit for the Con Serve team.

• Obtain information from Consumers in order to determine current financial situation and determine solutions
• Provide solutions to Consumers to enable them to resolve their obligation administratively or voluntarily
• Gather proper documentation from Consumers and maintain appropriate follow-up
• Meet daily, weekly and monthly goals as set by management at Con Serve
• Daily Productivity - all Representatives will make between 125-200 phone calls per day and work in a call center environment or remote work environment.
• Monthly Recoveries - must achieve Con Serve's monthly targeted performance objectives for collections.
• Record Maintenance - proper management & updating of system to maximize contacts
• Skip-Tracing - to assist in locating & contacting consumers or businesses
• Adherence to Con Serve's Professional Practices Management System (PPMS), Code of Conduct, and Compliance Program

• High School Diploma or GED
• Associates or Bachelor's Degree preferred

• The ability to work 8 hour shifts consisting of three (3) days starting between 8:00 am EST and 9:30am EST and ending between 5:00 pm CST and 6:30 pm EST (start and end time are flexible but the shift must be 8 hours) and two (2) evenings Noon EST - 9:00 pm EST. The training time is currently limited to days and one evening.
• The ability to work onsite three days per week and can work remotely the remaining two days.
• Prior Student Loan collection experienced preferred.
• Willingness to work an occasional Saturday morning shift (optional)
• Fluent in conversational English and ability to proficiently read and write English
• Strong verbal communication skills with the ability to listen, persuade, negotiate and obtain resolution
• Intermediate Computer skills to document calls and navigate software packages, databases and the internet.
• Strong organizational and time management skills
• Attention to detail
• Ability to act independently to resolve problems
• Motivation to learn
• Ability to work in a positive, collaborative manner with coworkers
• Ability and history of maintaining confidentiality and high level of trustworthiness.
• Ability and history of interacting well with team members and customers in a professional manner while maintaining a safe work environment.
• Ability to obtain and maintain Government Security Clearance (Please be advised that upon hire, you may go through a State and/or Federal Clearance process. Our team will be available to assist you as…