Customer Contact
BSI Financial Services · Irving, TX · 1 mo ago
OTHRFull-time
We need to output HTML fragment with sections: About the role? Actually we have "Brief Description" then "What You Will Do", "What We’re Looking For", "Work Environment", "Position Type and Expected Hours of Work", "Education And Experience", "Other Duties", "What’s in it for you?" (benefits), "About BSI Financial". Also we have schedule info: Monday-Friday 12pm-9pm EST plus one Saturday per month 8am-12pm. That's schedule. Pay not mentioned. Benefits: competitive compensation and full benefits package include medical, dental, vision; 100% company-paid life insurance and disability; 401K with company matching; 17 days PTO (increases with tenure) and 9 company paid holidays; professional but fun casual work environment and great team culture.
We need sections: Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We need to map content to these headings. The posting includes responsibilities (What You Will Do), requirements/qualifications (What We’re Looking For), skills (maybe part of that), benefits (What’s in it for you?), schedule (Position Type and Expected Hours of Work). Also we have About the role (Brief Description). Work Environment maybe could be part of About the role or separate but not required heading; we can include if substantive. Education And Experience could be Qualifications. Other Duties maybe not needed; it's generic. About BSI Financial maybe not needed but could be About the role? Probably we can include as About the company but not required heading; but we can omit if not needed. The instruction: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text. So we should include sections that have substantive content: About the role (Brief Description), Responsibilities (What You Will Do), Requirements (What We’re Looking For), Benefits (What’s in it for you?), Schedule (Position Type and Expected Hours of Work). Possibly also Qualifications (Education And Experience). Skills could be merged into Requirements. We'll avoid thin sections.
We must not repeat job title as heading. No Job ID etc. Remove boilerplate: EEO statement, etc. Also remove "Other Duties" generic. Remove "About BSI Financial"? Might be considered company overview; could be included as About the role? But we already have About the role. Could add a separate section "About the Company" but not in list of allowed headings; allowed headings list includes About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we should stick to those. So we can put company info under About the role maybe.
Thus sections:
. Let's list them:
- Making outbound collections calls in a professional manner while maintaining and improving customer relations.
- Handling inbound customer service calls in a professional manner while maintaining and improving customer relations.
- Discuss account details, answer customer inquiries, verify contact information while providing excellent customer service (account balance, escrow changes, etc.)
- Collecting payments- efficiently provide all payment options to customers- (Pay by Phone, Web payments, ACH, etc.)
- Identify financial hardships attributing to account delinquency and take proper action to aid the borrower.
- Negotiate payment plans as needed.
- Provide prompt follow-up on payment arrangements.
- E-Mail correspondence to encourage payment of delinquent accounts.
- Make monthly outbound skip trace calls.
- Maintain record of contacts and attempted contacts as well as details of conversations and arrangements in the required systems.
- Achieve daily goals and availability.
- Responsible for meeting legal requirements and following internal policies.
- Respond to E-Mails in a sensible professional manner.
- Adhere to federal and state debt collection laws and regulations.
We should keep them as is.
What We’re Looking For: list of attributes.
- Customer/Client Focus- must have excellent Active Listening skills
- Problem Solving/Critical thinking skills
- Time Management-Capability to multitask in fast paced environment
- Clear and Concise professional communication- Written and Verbal
- Effectively handling irate customers
- Outstanding phone etiquette
- Teamwork Orientation- but with ability to work successfully on own initiative.
- Proficient Computer skills
- Strong typing skills
- Strong organizational skills
- Negotiating skills
- Patience and stress management
- Adaptable to change
- Strong Work Ethic
- Familiar with the Fair Debt Collection Practices Act (FDCPA) and other laws governing debt collection practices.
We can split each as li.
Work Environment: "This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, scanner, printer, and photocopiers. Ability to sit for extended periods of time is essential." Could be included under About the role or separate but not required heading; we could add as a paragraph under About the role maybe. But we already have About the role paragraph; we could append.
Position Type and Expected Hours of Work: "This is a full-time position. Days and hours of work are Monday through Friday 12pm-9pm EST, in addition to one Saturday per month 8:00 am- 12:00 pm. Overtime may be required for business needs."
Education And Experience: "High school diploma or equivalent requiredKnowledge of Microsoft Office and Google applications requiredCustomer service experience, preferredPrior experience in debt collection preferredMortgage banking experience, preferredTelecommunication experience, preferred"
We need to separate with spaces; we can parse.
Other Duties: generic, we can drop.
What’s in it for you?: benefits list.
- Competitive compensation and full benefits package include medical, dental, and vision.
- 100% company-paid life insurance and disability coverage!
- 401K with company matching!
- 17 days PTO (increases with tenure) and 9 company paid holidays!
- Professional but fun, casual work environment and great team culture!
About BSI Financial: maybe we can incorporate into About the role as extra paragraph.
EEO Statement: drop.
Now construct HTML.
We must not include or . Just fragment.
We'll produce:
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We need to map content to these headings. The posting includes responsibilities (What You Will Do), requirements/qualifications (What We’re Looking For), skills (maybe part of that), benefits (What’s in it for you?), schedule (Position Type and Expected Hours of Work). Also we have About the role (Brief Description). Work Environment maybe could be part of About the role or separate but not required heading; we can include if substantive. Education And Experience could be Qualifications. Other Duties maybe not needed; it's generic. About BSI Financial maybe not needed but could be About the role? Probably we can include as About the company but not required heading; but we can omit if not needed. The instruction: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text. So we should include sections that have substantive content: About the role (Brief Description), Responsibilities (What You Will Do), Requirements (What We’re Looking For), Benefits (What’s in it for you?), Schedule (Position Type and Expected Hours of Work). Possibly also Qualifications (Education And Experience). Skills could be merged into Requirements. We'll avoid thin sections.
We must not repeat job title as heading. No Job ID etc. Remove boilerplate: EEO statement, etc. Also remove "Other Duties" generic. Remove "About BSI Financial"? Might be considered company overview; could be included as About the role? But we already have About the role. Could add a separate section "About the Company" but not in list of allowed headings; allowed headings list includes About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we should stick to those. So we can put company info under About the role maybe.
Thus sections:
About the role
Brief Description ...
Responsibilities
- ... each duty as li
Requirements
- ... each requirement/skill
Benefits
- ... benefits
Schedule
... schedule details
Possibly also Qualifications (Education And Experience). Could addQualifications
with education/experience. We need to preserve all substantive information; do not invent or summarize away detail. Must keep details. Let's extract content. Brief Description: "We are looking to hire an enthusiastic Customer Contact Specialist to recover payments due on accounts delinquent 1-90 days, as well as ensuring the customers have a positive experience with inbound inquiries. The Customer Contact Specialist will review accounts for recent activity and changes, ask probing questions to establish the customer's ability to pay the debt, and take steps to resolve the matter. The Customer Contact Specialist will need to apply their communications skills to multitask by typing notes simultaneously while speaking to customers. To ensure success, the Customer Contact Specialist will need to be up to date with laws, regulations, policies, and procedures related to debt collection in the Mortgage industry. Required position training and certifications are provided to the employee. Must be able to work Monday through Friday 12pm-9pm EST" Note schedule also appears later. What You Will Do: list many bullet-like sentences. We need to convert each toAbout the role
We are looking to hire an enthusiastic Customer Contact Specialist to recover payments due on accounts delinquent 1-90 days, as well as ensuring the customers have a positive experience with inbound inquiries. The Customer Contact Specialist will review accounts for recent activity and changes, ask probing questions to establish the customer's ability to pay the debt, and take steps to resolve the matter. The Customer Contact Specialist will need to apply their communications skills to multitask by typing notes simultaneously while speaking to customers. To ensure success, the Customer Contact Specialist will need to be up to date with laws, regulations, policies, and procedures related to debt collection in the Mortgage industry. Required position training and certifications are provided to the employee. Must be able to work Monday through Friday 12pm-9pm EST. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, scanner, printer, and photocopiers. Ability to sit for extended periods of time is essential. About BSI Financial: Founded in 1986, we provide financial services that support our vision of enabling sustainable home ownership by practicing core values that embody doing what is right; emphasizing problem solving; delivering on expectations and winning with humility. Our clients include lenders and investors who make home financing possible. BSI Financial was ranked multiple times in the SMU Dallas 100 list of the fastest growing companies in North Texas and was twice named to the Inc. 5000 list of the fastest growing U.S.
Responsibilities
- Making outbound collections calls in a professional manner while maintaining and improving customer relations.
- Handling inbound customer service calls in a professional manner while maintaining and improving customer relations.
- Discuss account details, answer customer inquiries, verify contact information while providing excellent customer service (account balance, escrow changes, etc.)
- Collecting payments- efficiently provide all payment options to customers- (Pay by Phone, Web payments, ACH, etc.)
- Identify financial hardships attributing to account delinquency and take proper action to aid the borrower.
- Negotiate payment plans as needed.
- Provide prompt follow-up on payment arrangements.
- E-Mail correspondence to encourage payment of delinquent accounts.
- Make monthly outbound skip trace calls.
- Maintain record of contacts and attempted contacts as well as details of conversations and arrangements in the required systems.
- Achieve daily goals and availability.
- Responsible for meeting legal requirements and following internal policies.
- Respond to E-Mails in a sensible professional manner.
- Adhere to federal and state debt collection laws and regulations.
Requirements
- Customer/Client Focus- must have excellent Active Listening skills
- Problem Solving/Critical thinking skills
- Time Management-Capability to multitask in fast paced environment
- Clear and Concise professional communication- Written and Verbal
- Effectively handling irate customers
- Outstanding phone etiquette
- Teamwork Orientation- but with ability to work successfully on own initiative.
- Proficient Computer skills
- Strong typing skills
- Strong organizational skills
- Negotiating skills
- Patience and stress management
- Adaptable to change
- Strong Work Ethic
- Familiar with the Fair Debt Collection Practices Act (FDCPA) and other laws governing debt collection practices.
Qualifications
- High school diploma or equivalent required
- Knowledge of Microsoft Office and Google applications required
- Customer service experience, preferred
- Prior experience in debt collection preferred
- Mortgage banking experience, preferred
- Telecommunication experience, preferred