Consumer Care Representative

Job Details

Location:

820 North French Street, Wilmington, DE 19801 (in-office).

Job type:
Full-time.

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, and advise them of repayment and resolution options. The role involves routine collections and forwards more complicated accounts to the Manager or other staff for resolution. The Representative may perform entry-level information gathering and verification for certain accounts when senior employees have recommended an account for Administrative Wage Garnishment/Litigation or when the full balance cannot be collected.

The Representative contacts employers, health care professionals, corrections officials, state and county records departments, taxpayers, and/or other third parties by telephone and or in writing to request, gather, and file necessary account information. Under close supervision and using specific scripts, the Representative may conduct follow-up communications regarding wage garnishment or repayment and may receive and submit hearing requests from taxpayers.

• 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

Education:

High school diploma or GED required.

Experience:

Collection experience preferred.

• Reading and typing
• Working knowledge of modern office procedures, methods, and computer equipment
• Excellent communication skills
• Principles and practices of customer service
• Establish a good working relationship with team members and internal contacts to maintain and improve overall service
• 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 procedure

As a federal contractor, this position requires U.S. citizenship and a security clearance granting access to classified information. The background investigation is conducted by the Office of Personnel Management (OPM) and evaluates suitability after a conditional offer of employment has been accepted.

The position requires eligibility to be licensed as a collector in certain states. Coast will submit and maintain all required individual collector licensing on behalf of the employee.

Information and Physical Security is the responsibility of every employee. duties include safeguarding computer systems, managing usernames and passwords, securing the desk and workstation, and reporting any violations promptly.

Physical demands include moderate noise, the need to talk or hear, visual requirements, use of hands, occasional standing, walking, sitting, reaching, and lifting up to 10 pounds. Reasonable accommodation may be made for disabilities.

• 11 Paid Holidays
• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Paid training
• Referral program
• Vision insurance

Coast will pay $630 per month for medical coverage for the employee. Coverage begins on the first day of the month following 60 days of employment. Eligibility and participation are governed by the applicable Summary Plan Description.

Optional buy‑up plans for dental coverage are available. Coverage begins on the first day of the month following 60 days of…