Consumer Care Representative

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 specific repayment and resolution options. This role handles routine collections and escalates more complicated accounts to the Manager or other staff for resolution.

The position may 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 involves contacting employers, healthcare professionals, corrections officials, state and county records departments, debtors, 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 while adhering to Federal/State laws and company policies
• Documenting interactions with debtors
• Performing additional duties as assigned based on line of business

Requirements

• High school diploma or GED required
• Collection experience preferred
• Working knowledge of modern office procedures, methods, and computer equipment
• Excellent communication and customer service skills
• Good organizational skills and attention to detail
• Ability to comply with rules, regulations, and laws related to debt collection
• Ability to work independently in the absence of immediate supervision
• 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

Clearance & Licensing

As a federal contractor, this position requires U.S. citizenship and a security clearance granting access to classified information. The background investigation is conducted by the Office of Personnel Management (OPM) and includes a review of employment, education, residences, references, criminal history, and credit. In rare instances, non-U.S. citizens with highly specialized skills may be considered.

This position requires eligibility to be licensed as a collector in certain states. Coast Professional, Inc. will submit and maintain all required individual collector licensing on your behalf.

Security & Compliance

• Safeguard computer systems by following proper username and password management
• Secure your desk and workstation when not present, including locking your session and storing sensitive paperwork
• Do not share your username or password with anyone
• Report any security violations or unauthorized access immediately
• Follow all Information Technology policies and procedures regarding system accounts and equipment

Working Conditions

The physical demands described are representative of those required to perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities.

• 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, 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
• Health insurance (with $630 monthly employer contribution toward medical premiums)
• Life insurance
• Paid sick time
• Paid time off
• Paid training
• Referral program
• Vision insurance

Pay

$15.25 per hour with monthly bonus potential.

Schedule

Full-time.

Location

This is a hybrid opportunity requiring the employee to live within a 50-mile driving radius of the office located at 7285 Parsons Dr, Dimondale, MI 48821.