Consumer Care Representative

Location:

820 North French Street, Wilmington, DE 19801, USA

Pay

• $17.00 per hour plus $630 per month toward medical health insurance.

The Consumer Care Representative works under close supervision and follows specific procedures and detailed instructions to make initial contact with taxpayers, inform them of delinquencies in their accounts and advise them of specific repayment and resolution options. The representative performs routine collections and forwards more complicated accounts to management or other staff for resolution. Entry‑level information gathering and verification are performed for accounts with certain restrictions.

The role involves contacting employers, health care professionals, corrections officials, state and county records departments, taxpayers, and other third parties by telephone and/or in writing to request, gather, and file necessary account information. The representative may conduct follow‑up communications regarding wage garnishment or repayment and submit hearing requests from taxpayers to the client.

• Skip‑tracing taxpayers 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 scheduling contact dates for follow‑up calls
• Reading and following scripts verbatim
• Following Federal/State laws and company policies
• Documenting interactions with taxpayers
• Additional duties as assigned based on the line of business

High school diploma or GED required.

Collection experience preferred.

• Reading and typing
• Working knowledge of modern office procedures, methods, and computer equipment
• Principles and practices of customer service
• Establish a good working relationship with team members and internal contacts to continuously improve service quality
• Good organizational skills and attention to detail
• Ability to comply with rules, regulations, laws and methods 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 procedures

This position requires eligibility for a collector license in certain states. The employer will submit and maintain all required individual collector licensing.

Information and physical security is the responsibility of every employee. Protect computer systems with proper username and password management, lock sessions, secure workstations, and adhere to IT policies. Report any security violations immediately.

Physical presence in the workplace is essential. The role requires frequent talking or hearing in a moderate noise environment, as well as occasional standing, walking, sitting, reaching, and lifting up to 10 pounds. Reasonable accommodations may be made for disabilities.

Coast pays $630 per month for medical coverage. Coverage begins on the first day of the month following 60 days of employment.

Optional buy‑up plans for dental coverage are offered.

Sick Leave: Employees accrue one hour of paid sick leave for every 30 hours worked, with an annual maximum of 40 hours.

Paid Vacation: Ten days of vacation are awarded on the one‑year anniversary of employment, with additional accruals on each anniversary.

Coast offers a 401(k) plan through Trans America. Employees become eligible on the first day of the quarter following a 60‑day waiting period. Coastal matches up to 3% of contributions after one year of employment.

Company‑paid term life insurance with a $10,000 death benefit after a 90‑day introductory period.

• Health Savings Account (HSA) available when enrolled in Bronze medical plan
• Accident insurance
• Employee life insurance (additional coverage available at employee cost)
• Spouse and child life insurance options
• Short‑ and long‑term disability
• Employee…