Customer Service Representative

POSITION PURPOSE: Effectively handle inbound and outbound customer calls to educate them on their account status and options available based on their financial situation. Representatives must maintain a high level of professionalism with customers while working to establish a positive rapport with every caller, and adhering to applicable Federal, State and Client guidelines.

ESSENTIAL JOB FUNCTIONS:

· Have full range of motion in wrists, fingers, and thumbs

· Be able to sit at a desk for extended periods of time

· Have normal or corrected vision to read computer screens and printouts

· Possess normal or corrected hearing to be able to hear customers and co-workers in person and via telephone

· Perform basic math functions including addition, subtraction, multiplication and fractions

· Strong oral and interpersonal communication skills

· Meet client guidelines and have clear understanding of client policies

· Must adhere to compliance expectations pursuant to FDCPA and other Federal, State, and local laws.

SPECIFIC DUTIES:

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• Contacting a wide variety of customers and attempting to secure payment on delinquent credit card accounts.
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• Understanding the reasons for the delinquency.
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• Perform collection activities in accordance with state and local collections laws in an effort to recover unpaid debt.
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• Update consumers account information during and after each call.
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• Identify payment options; setup payment arrangements as appropriate.
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• Must have good customer service skills and ability to work in a team environment.
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• Required to maintain their daily and monthly service level expectations
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• Initiate effective outbound calls and receive inbound calls.
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• Produce and arrange payment solutions for customers.
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• Provide account updates to management as appropriate.
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• Ensure client/company quality standards are met
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• Work assigned group of accounts
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• Assure the best interests of the company are maintained.
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• Provide management with information on any suspected work or personnel problems.
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• Continued training in UDAAP and compliance policies.
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• Other duties as required and fulfilling other duties as assigned.
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SUCCESS FACTORS / PERFORMANCE EXPECTATIONS:

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• Maintain professional, courteous treatment of clients, coworkers, and consumers
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• Demonstrated ability to interact professionally with management, subordinates, and clients to promote a positive company image
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• Meet FMA’s Standards for attendance and promptness.
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• Demonstrate problem solving ability
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• Excellent computer skills
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• Working knowledge of billing practices and techniques
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• Excellent verbal and written communications skills
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• Ability to handle problems
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• A strong sense of teamwork and cooperation with management and coworkers
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QUALIFICATIONS:

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• High school Diploma or equivalent.
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• Previous customer service billing experience a plus
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