Rep , Credit & Collections – Commercial-; Virtual) in Manchester, NH in Xf

Comcast brings together the best in media and technology. We drive innovation to create the world’s best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines.

Responsible for accurately and confidently handling commercial customers’ inquiries while using negotiation skills to collect delinquent balances and retain the customer on both inbound and outbound calls, following federal and state collection guidelines and laws. Facilitates interactions with customers that align with the Company’s service delivery strategy. This is a Virtual role; candidates must reside within the NED footprint to be eligible.

• Review past‑due accounts and contact commercial customers to arrange acceptable payment arrangements for accounts where sufficient funds are challenging to collect.
• Follow applicable national credit and collection policies, as well as all Federal, State, and Local regulations.
• Multitask between multiple tools and systems, applying information and knowledge to bring resolution to the customers’ situations.
• Explain billing cycles, processes, and prorates effectively to ensure that customers understand their statements, including accurately calculating and communicating fees, one‑time charges, and recurring monthly fees.
• Process secure customer payments and create payment arrangements under policy.
• Process and schedule disconnects on delinquent accounts.
• Utilize established escalation procedures to expedite prompt resolution.
• Consistently meet or exceed established goals and performance metrics.
• Work in a fast‑paced, structured, dynamic, and high‑transaction environment, maintaining composure in stressful situations and managing or diffusing angry or upset customers.
• Demonstrate a high degree of professionalism, integrity, and ethical behavior, including maintaining the confidentiality of sensitive employee, customer, and business data.
• Interact with customers to assist with a variety of inquiries and issues; must be able to wear a telephone headset and manipulate a keyboard and mouse.
• Follow company policies and procedures as well as guidelines for Customer Proprietary Network Information (CPNI) and Personal Information (PI).
• Act as a product expert, articulating features of Cable TV, Internet, Phone, and Smart Office.
• Maintain regular, consistent, and punctual attendance; must be able to work nights and weekends, variable schedules, and overtime as necessary.
• Other duties and responsibilities as assigned.

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience, think and act in ways that put our customers first, provide seamless digital options at every touchpoint, and make them promoters of our products and services.
• Be enthusiastic learners, users, and advocates of our game‑changing technology, products and services, especially our digital tools and experiences.
• Work as a team to make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System, an approach that brings more employee and customer feedback into the company.
• Drive results and growth.
• Respect and promote inclusion and diversity.
• Do what’s right for each other, our customers, investors, and our communities.

Disclaimer:
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer. Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.