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About the Role
The Consumer Care Representative works under close supervision, following specific procedures to contact debtors about delinquencies and advise them on repayment options. This role involves routine collections and forwarding complex accounts for resolution. It may also include entry-level information gathering for accounts recommended for Administrative Wage Garnishment/Litigation or when full balance collection is not possible due to specific debtor circumstances. The representative will contact employers, healthcare professionals, government officials, and other third parties to gather and file necessary account information, and may conduct follow-up communications regarding wage garnishment or rehabilitation programs. The role also involves receiving and submitting hearing requests from debtors.
Responsibilities
- Skip-tracing debtors 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 schedule contact dates for follow-up calls.
- Reading and following scripts verbatim.
- Follow Federal/State laws and company policies.
- Documenting interactions with debtors.
- Additional duties as assigned based on the line of business.
Requirements
- High school diploma or GED required
- 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 in order to maintain and continuously strive to improve the level of overall service being provided
- 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
- Not be delinquent on or in default status on any student loans.
- Eligible to be licensed as a collector in certain states.
- Safeguard computer systems by following proper username and password management.
- Secure desk and workstation when not present.
- Lock session and put sensitive paperwork away when not at desk.
- Do not share username or password with anyone.
- Never shadow or let someone shadow entry into a Coast Professional, Inc. facility.
- Report any security violation immediately to management.
- Follow all Information Technology policies and procedures regarding the management of system accounts and equipment.
- Regularly required to talk or hear.
- Employee frequently required to use hands or finger, handle, or feel objects, tools or controls.
- Employee occasionally required to stand; walk; sit; reach with hands and arms.
- Occasionally lift and/or move up to 10 pounds.
Skills
- Reading
- Typing
- Modern office procedures
- Modern office methods
- Computer equipment
- Communication skills
- Customer service
- Organizational skills
- Attention to detail
- Debt collection rules, regulations, laws and methods
- Independent work
- Problem resolution
- FDCPA test
- State licensing
- Background check procedure
- Information security
- Physical security
- Username and password management
- IT policies and procedures
Location
- 20 Parker Lane, Perry, NY 14530
Work Type
- Full-time
- In-office
Experience Level
- Entry-level
Education Level
- High school diploma or GED
Salary/Compensations
- $22/hour
- Unlimited Monthly Bonus Potential
Benefits
- 11 Paid Holidays
- 401(k)
- 401(k) matching
- AD&D insurance
- Dental insurance
- Disability insurance
- Employee assistance program
- Flexible schedule
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Paid training
- Referral program
- Vision insurance
About the Company
- Coast Professional, Inc. is an Equal Opportunity Employer.
Equal Opportunity
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, protected veteran status, genetic information or any other categories protected by applicable law.