CSS Phone Specialist

Applicants must have current authorization to work in the United States on a full-time basis.

About the role

The CSS Phone Specialist is responsible for handling incoming calls and must be able to effectively address complex and escalated consumer concerns. The role requires active listening, evaluation of all relevant information, and application of sound judgment to ensure consumer inquiries are handled appropriately. The specialist must have excellent communication skills, a strong consumer focus, and the ability to provide appropriate solutions and alternatives. The role involves using proprietary systems, effective multitasking, and adhering to high call quality standards while appropriately documenting company records.

Responsibilities

• Respond to inbound calls.
• Understand and process written consumer documentation as needed to resolve consumer issues.
• Identify and escalate issues that may be a risk to the company.
• Perform other duties, as assigned.

Requirements

• High School Diploma (required).
• 1-2 years of Customer Service and Phones experience (required).
• Excellent verbal communication skills.
• Ability to effectively diffuse escalated situations.
• Ability to multi-task.
• Proficiency with MS Office.

Qualifications

• Bachelor’s degree in Business or a related field (preferred).
• 2+ years of experience in a Financial Services related field (preferred).
• Knowledge of FDCPA, FCRA, or other regulatory training (preferred).

Benefits

• Competitive salary with monthly incentives or annual bonus.
• Career progression through paid training and development programs, including MCM Academy, and a promote-from-within philosophy.
• Reward and recognition programs, including informal accolades, formal company-wide awards, and prizes like all-inclusive vacations.
• Tuition assistance for degree or coursework related to your current or desired role.
• Comprehensive healthcare plans, fitness membership reimbursements, wellness rewards program, and more.
• Up to eight hours of paid time off each year for volunteering, plus volunteer grants and matching financial donations up to $2,500 annually.
• Retirement savings plans to support your financial goals.
• New family support, including company-paid leave, new parent flex time, and child back-up care options.
• Team-building experiences, such as holiday celebrations and department outings.
• Paid and floating holidays, plus generous paid-time-off for work-life balance.

About Us

Headquartered in the United States, Encore Capital Group (Encore) is a publicly traded international specialty finance company operating globally. Through businesses like Midland Credit Management and Cabot Credit Management, we help consumers restore their financial health while furthering our mission of creating pathways to economic freedom. Our commitment to a positive workplace culture and best-in-class employee experience has earned us accolades, including Great Place to Work® certifications in many of our operating geographies.