Call Center Specialist

About the role

Our client is seeking a Call Center Specialist to collect delinquent accounts in a timely, orderly and professional manner while following all standardized collections procedures. Make supervisor aware of problem accounts that may result in repossession, foreclosure, or charge-off.

Responsibilities

• Meet performance expectations for collection efforts for assigned accounts based upon individual goals and objectives, e.g., a minimum calls per day, contact percentage, promises/calls ratio, promises kept
• Place or receive calls in priority order as established by management
• Negotiate payment arrangements with clients to cure delinquency, evaluating ability and willingness to pay
• Navigate and interpret various screens and relay information to clients accurately and professionally
• Document all collection efforts for each assigned account in accordance with established procedures, which may include using action and reaction codes, rescheduling feature, “scratch pad” entries
• Communicate collection efforts to branch lenders on assigned accounts in accordance with established standards, if applicable
• Order updated credit bureau report or initiate skip tracing process in accordance with established standards
• Communicate regularly with collections supervisor on status of problem accounts in accordance with established standards
• Initiate extensions on accounts based upon written policy guidelines
• Ensure that all delinquent accounts and assigned queues have been thoroughly worked according to standardized collection procedures
• Ensure that appropriate letters are sent to debtors
• Process customers’ payments through electronic draft, if applicable
• Process account maintenance transactions according to established guidelines

Requirements

• 2 years solid call center experience
• 2 years of admin experience with some call center experience can be considered
• Must have a stable work history
• Ability to utilize Microsoft applications, including Outlook, Word, Excel, Access, and PowerPoint
• High school diploma or equivalent

Skills

• Call Center
• Customer Service
• Collections Experience (nice to have)
• High Volume Call Center (2 yrs)
• Handling inbound and outbound calls (2 yrs)
• Good verbal and written communication skills
• Good decision-making and problem-solving skills
• Good time management/organizational skills
• Ability to work in a team environment
• Ability to work flexible schedule, including overtime as needed
• Bilingual

Schedule

• Monday to Thursday: 8AM to 9PM (8-hour shift)
• Friday: 8AM to 5PM (8-hour shift)
• Rotating Saturday: 8AM to 2PM
• Possible Sunday: 12PM to 6PM
• Overtime required at the end of the month

Pay

• Hourly Rate: $15.00