Consumer Care Representative (Collections Specialist/Customer Service)

This is an in-office opportunity located at 4273 Volunteer Road, Geneseo, NY 14454.

About the Role

The Consumer Care Representative (Customer Service) 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 forwards 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 possible 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 may receive 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.
• Additional duties as assigned based on the line of business.

Requirements

• High school diploma or GED required.
• 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.
• 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 a security clearance granting access to classified information. The background investigation is conducted by the Office of Personnel Management (OPM) and evaluates suitability based on employment, education, residences, references, criminal history, and credit, among other factors. Non-U.S. citizens with highly specialized skills and experience may be considered in rare instances.

Employees are responsible for safeguarding computer systems by following proper username and password management, securing workstations, and adhering to all Information Technology policies. Any security violations must be reported immediately to management.

Licensing

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.

Working Conditions

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

• Physical presence in the workplace is essential.
• Regularly required to talk or hear.
• Moderate noise level in the work environment.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, and the 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.
• Must occasionally 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

Total hourly compensation, including fringe benefits: $21.43 - $22.68 per hour

• Base Pay: $17.20 - $17.75 per hour
• Health & Welfare Fringe Benefit: $4.23 - $4.93 per hour (provided in accordance with applicable contract requirements)
• Monthly bonus potential

Schedule

Monday to Friday