Consumer Care Representative

This is an in-office, full-time opportunity located at 20 Parker Lane, Perry, NY 14530. Ongoing need to fill this role.

About the role

The Consumer Care Representative works under close supervision and follows specific procedures and detailed instructions to make initial contact with debtors, inform them of delinquencies in their accounts, and advise them of repayment and resolution options. The role involves routine collections and forwarding complex accounts to management or other staff for resolution.

The position may also perform entry-level information gathering and verification for accounts recommended for Administrative Wage Garnishment/Litigation or where full balance collection is not feasible due to bankruptcy, incarceration, medical disability, or death. This includes contacting employers, healthcare professionals, corrections officials, and other third parties to request, gather, and file necessary account information.

Under close supervision, the role may conduct follow-up communications with debtors and employers regarding wage garnishment or rehabilitation programs, and submit hearing requests from debtors to the client.

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 scheduling contact dates for follow-up calls.
• Reading and following scripts verbatim.
• Following Federal/State laws and company policies.
• Documenting interactions with debtors.
• Gathering and verifying information for accounts under specific conditions (e.g., wage garnishment, bankruptcy).
• Conducting follow-up communications regarding wage garnishment or rehabilitation programs.
• Additional duties as assigned based on the line of business.

Requirements

• High school diploma or GED required.
• Collection experience preferred.
• Must not be delinquent on or in default status on any student loans.
• Must be eligible to be licensed as a collector in certain states (Coast will submit and maintain licensing on your behalf).
• Must successfully complete and pass the FDCPA test.
• Must be approved to work on the contract per client requirements, state licensing, and background check procedures.

Skills

• Reading and typing proficiency.
• Working knowledge of modern office procedures, methods, and computer equipment.
• Excellent communication skills.
• Understanding of customer service principles and practices.
• Ability to establish good working relationships with team members and internal contacts.
• Strong organizational skills and attention to detail.
• Ability to comply with rules, regulations, laws, and methods related to debt collection.
• Ability to work independently in the absence of immediate supervision.
• Problem-solving skills to handle and resolve recurring issues.

Security and Compliance

• Safeguard computer systems by following proper username and password management (e.g., selecting challenging passwords, committing them to memory).
• Secure your desk and workstation when not present (e.g., locking your session, putting sensitive paperwork away).
• Do not share your username or password with anyone.
• Report any unauthorized access or shadowing of facility entry immediately.
• Follow all Information Technology policies and procedures regarding system accounts and equipment.
• Report any security violations to management immediately.

Working Conditions

• Physical presence in the workplace is essential.
• Regularly required to talk or hear.
• Moderate noise level in the work environment.
• Specific vision abilities required: close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.
• Frequently required to use hands or fingers to handle or feel objects, tools, or controls.
• Occasionally required to stand, walk, sit, reach with hands and arms.
• Occasionally required to lift and/or move up to 10 pounds.

Benefits

• 11 paid holidays
• 401(k) with 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

Pay

$22/hour with unlimited monthly bonus potential.

Schedule

Monday to Friday with flexible scheduling.