Account Servicing Specialist I

About the role

This position is responsible for assessing past due accounts and contacting customers to attempt resolution according to company policy. The role handles more complex account questions directed from the customer service team and other representatives.

Responsibilities

• Perform outbound calls on past due customer accounts to resolve delinquency.
• Recognize and research delinquent or potentially delinquent accounts to determine the best course of resolution and assume responsibility for attempting account resolutions.
• Process over-the-phone payments, including credit card transactions, to achieve one-call resolutions.
• Provide relief options to customers encountering hardships in accordance with company policies and practices.
• Proficiently relay information to customers regarding interest, statements, and other account questions.
• Assist with overflow calls, including disputes, recovery, first pay, and bankruptcy calls.
• Complete in-office and administrative tasks as needed.
• Recognize unusual scenarios and inquire further using critical thinking and active listening skills.
• Document notes properly in all required areas per company processes and procedures.
• Other duties as assigned by management.

Requirements

• High school diploma.
• Minimum 1-year relevant experience, preferably in customer service or collections.
• Strong computer skills, including Word, Excel, internet, and email.
• Professional phone presence and excellent verbal and written communication skills.
• Strong persuasion and negotiation skills.
• Able to handle stressful conversations with tact and diplomacy to yield desired results.
• Strong typing skills and attention to detail.

Schedule

• Two evening shifts per week: 12pm–9pm CST and 10am–7pm CST.
• One Saturday shift every 5 weeks.