Consumer Care Representative

This is an in-office opportunity located at 401 White Horse Rd, Voorhees, NJ 08043. 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, to inform them of delinquencies in their accounts and to advise them of the existence of several specific repayment and resolution options. The Consumer Care Representative makes routine collections and forwards more complicated accounts to the Manager or other staff for resolution. The Consumer Care Representative may perform entry-level information gathering and verification for certain accounts when more senior employees, managers, or the client have either recommended an account for Administrative Wage Garnishment/Litigation or have determined that the full balance cannot be collected due to bankruptcy, incarceration, medical disability, or death on the part of the debtor.

In this role, the position follows detailed instructions and procedures to contact employers, health care professionals, corrections/prison officials, state and county records departments, debtors, and/or other third parties by telephone and/or in writing to request, gather, and file necessary account information. Under close supervision and using specific scripts and procedures, the position may conduct follow-up communications with debtors and employers regarding wage garnishment or rehabilitation programs. The Consumer Care Representative may receive and submit to the client hearing requests from debtors.

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
• Additional duties as assigned based on the line of business

Requirements

• High school diploma or GED required
• Collection experience preferred
• Reading and typing
• Working knowledge of modern office procedures, methods, and computer equipment
• Excellent communication skills
• Understanding of principles and practices of customer service
• Ability to establish a good working relationship with team members and internal contacts
• Good 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
• Ability to handle and resolve recurring problems
• 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

As a federal contractor, this position requires U.S. citizenship and security clearance granting access to classified information. The background investigation is conducted by the Office of Personnel Management (OPM) and evaluates the whole person to determine suitability. The review begins after a conditional offer of employment has been accepted and includes employment, education, residences, references, criminal history, and credit, among other factors. In rare instances, non-U.S. citizens with highly specialized skills and experience may be considered for the security clearance process.

Licensing

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

Security Information and Physical

Security is the responsibility of every employee. You are required to safeguard computer systems by following proper username and password management, including selecting challenging passwords and committing them to memory. Secure your desk and workstation when not present, including locking your session and putting sensitive paperwork away. Do not share your username or password with anyone. Never allow someone to shadow your entry into a Coast Professional, Inc. facility; report any such incidents immediately. Follow all Information Technology policies and procedures regarding system accounts and equipment. Report any security violations to management.

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions. While performing the duties, physical presence in the workplace is essential. The employee is regularly required to talk or hear. The noise level in the work environment is usually moderate. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The employee frequently uses hands or fingers to handle or feel objects, tools, or controls and occasionally stands, walks, sits, reaches with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.

Pay

Starting at $18.00 per hour plus $630 to be paid towards medical health insurance per month. Monthly bonus potential.

Schedule

Monday to Friday, 8am–5pm.

Benefits

• 11 paid holidays
• 401(k) with company matching up to 3% after one year of employment
• Medical insurance: $630 per month employer contribution toward coverage (begins the first day of the month following 60 days of employment)
• Dental insurance: optional buy-up plans (begins the first day of the month following 60 days of employment)
• Vision insurance
• Paid sick time: accrued at one hour per 30 hours worked, up to 40 hours per benefit year
• Paid vacation: 10 days awarded after one year of employment, with increases on five-year incremental anniversaries
• Term life insurance: $10,000 death benefit (begins after 90-day introductory period)
• AD&D insurance
• Disability insurance (short and long term)
• Employee assistance program (EAP)
• Employee referral bonuses
• Optional voluntary benefits:
  • Health Savings Account (HSA) available when enrolled in Bronze medical plan
  • Accident insurance
  • Additional employee life insurance
  • Spouse and child life insurance options