Customer Service Representative

About the Role

Customer Service Representatives are responsible for collecting payments on behalf of various clients across the country. Responsibilities include handling inbound and outbound calls in compliance with FDCPA (Fair Debt Collection Practices Act) guidelines.

• Average Call Handle Time
• Call Notation Accuracy and Speed
• Daily Call Volume Handled

This is a fast-paced, high-volume environment, so candidates must be able to multitask, navigate multiple systems, update account notes in real time, and communicate clearly and professionally with customers.

• Basic computer skills
• Ability to compute basic math
• Ability to multitask and switch between multiple systems
• Competitive, resourceful, and goal-driven
• Strong work ethic and team player mentality
• Punctual and dependable with good attendance
• Knowledge of FDCPA, HIPAA, and state/local collection laws (preferred)
• Eligible for licensing in all states (preferred)
• Excellent listening and communication skills
• Professional demeanor and stress tolerance
• Able to handle escalated calls and reach resolutions
• Well-organized in taking and processing payments
• Capable of maintaining the Firm’s standards while handling calls
• Must be able to efficiently navigate the CUB’s system

• Work in an enclosed call center environment office and mostly work on the computer.
• While performing the duties of this job, the employee is regularly required to sit, talk, or walk.
• Will use hands and fingers to operate office equipment such as a computer and printer.
• Nominal amount of light lifting required.
• Specific vision abilities required including close vision and the ability to adjust focus.

• Arrive to workstation in a prompt and timely manner.
• Previous experience in customer service, collections, sales, or a related role is preferred.
• Attain working knowledge of the client’s processes and requirements and be able to communicate this in a professional manner.
• Successfully overcoming objections in a short period of time.
• Working independently and productively without close supervision.
• Bilingual in Spanish is a PLUS.
• High school Diploma or GED equivalent REQUIRED.
• Overtime when needed.