Customer Service Representative

Customer Service Representative

The Customer Service Representative serves as the first point of contact for customers with overdue accounts. This role blends customer service excellence with debt recovery responsibilities, ensuring positive customer experiences while meeting collection targets.

• Manage inbound calls from customers regarding account status, payments, and disputes.
• Provide accurate information about balances, due dates, and payment options.
• Identify delinquent accounts and initiate appropriate collection actions.
• Document all customer interactions in CRM systems.
• Schedule one-time or recurring payments via EFT or credit/debit cards.
• Resolve customer complaints with empathy and professionalism.
• Recognize specific scenarios to require specific collection questions answered in compliance with the FTCPA.
• Properly request all UCFS collection letters (including Attorney letters).
• Effectively follow all KPI’s to ensure calls are answered in a timely manner.
• Use approved third‑party companies to accept payments and perform customer service-collection duties.
• Appropriately request RPC and Accurint reports.
• Use available options on the Collection and Inquiries system menus.
• Review voicemails and return calls to customers within 24 hours or the next business day.
• Set up future promises to pay for delinquent accounts.
• Process specific customer requests through flag for review reports.
• Perform additional assignments as required to assist in achieving team and company goals.

• Ability to negotiate payment arrangements on accounts delinquent on their first payment.
• Ability to calculate figures and amounts related to settlements on accounts.
• Ability to interpret instructions furnished in written, oral, diagram, or schedule form.
• Ability to multi‑task in a busy, fast‑paced, sometimes stressful, and noisy environment with frequent interruptions.
• Effective phone communication for up to 8 hours per day.
• Ability to work effectively with UCFS employees and customers.
• Strong reading, writing, and mathematical calculation skills.
• Attention to detail.
• Understanding and following UCFS policies, procedures, and guidelines.
• Proficiency with Microsoft Office (Outlook, Excel, Word, PowerPoint) and internet search.

• Average call handling time.
• Average talk time.
• Average wrap time.
• Q/A scores.
• Collection numbers.
• Contacts per hour.

• High school diploma or equivalent required.
• One year of collection experience.
• One year of call center experience.
• Knowledge of billing and collections procedures.
• Pass inbound skills assessment test / acceptable keystrokes.

This position operates in a professional office environment at UCFS offices in Westlake, Ohio. It is a full‑time position with a typical schedule of up to 40 hours or more per week. The office is open 7 days a week with most holidays. Representative shifts include Monday through Friday, day or early evening shift, with potential overtime, nighttime, weekend work (two weekends required each month) or schedule changes as job duties demand.

The role involves a fast‑paced call center setting, high volume of inbound calls, and performance‑driven metrics‑based evaluations.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to  and include the title and location of the position for which you are applying.