Account Servicing Specialist I - Bilingual

Description & Duties

Account Servicing Specialist I is primarily responsible for the assessment of past due accounts and contacting customers to attempt resolution according to company policy. This level allows the handling of more complex account questions directed from the customer service team and other representatives.

• Performs outbound calls on past due customer accounts in efforts to resolve delinquency.
• Recognizes delinquent, or potentially delinquent, accounts and assumes responsibility for attempting account resolutions.
• Researches delinquent accounts to determine best course of resolution actions.
• Processes over the phone payments, including credit card transactions. Provides relief options to customers encountering hardships in accordance with company policies and practices.
• Utilize company resources to achieve one-call resolutions.
• Proficiently relay information to customers relating to interest, statements, and other account questions.
• Affords assistance with overflow calls including (but not limited to) disputes, recovery, first pay, and bankruptcy calls.
• Affords assistance with in-office and administrative tasks as needed.

Essential Duties and Responsibilities

• Performs outbound calls on past due customer accounts in efforts to resolve delinquency.
• Recognizes delinquent, or potentially delinquent, accounts and assumes responsibility for attempting account resolutions.
• Researches delinquent accounts to determine best course of resolution actions.
• Processes over the phone payments, including credit card transactions. Provides relief options to customers encountering hardships in accordance with company policies and practices.
• Utilize company resources to achieve one-call resolutions.
• Proficiently relay information to customers relating to interest, statements, and other account questions.
• Affords assistance with overflow calls including (but not limited to) disputes, recovery, first pay, and bankruptcy calls.
• Affords assistance with in-office and administrative tasks as needed.

Minimum Qualifications

• Average of two evening shifts per week, 12pm-9pm CST and 10am-7pm CST and one Saturday shift every 5 weeks.
• An Associate's degree in business, finance, communication, marketing or related field OR relevant applicable experience.
• Strong computer skills including Word, Excel, Internet, 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 the desired results.
• Strong typing skills.
• Strong attention to detail.