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Jobs · Customer Service · Ohio

Customer Service Representative I

United Consumer Financial Services · Westlake, OH · 2 mo ago
Customer ServiceFull-time

About the role

The Customer Service Representative serves as the first point of contact for customers with overdue accounts. This role blends customer service excellence with debt recovery responsibilities, ensuring positive customer experiences while meeting collection targets.

Responsibilities

  • Manage inbound calls from customers regarding account status, payments, and disputes.
  • Provide accurate information about balances, due dates, and payment options.
  • Identify delinquent accounts and initiate appropriate collection actions.
  • Document all customer interactions in CRM systems.
  • Schedule one-time or recurring payments via EFT or credit/debit cards.
  • Resolve customer complaints with empathy and professionalism.
  • Navigate specific scenarios requiring specific collection questions in compliance with the FTCPA.
  • Properly request all UCFS collection letters (including Attorney letters).
  • Effectively follow all the current KPI's to ensure calls are answered in a timely manner.
  • Work together as a team to achieve departmental goals.
  • Use the approved third-party companies to accept payments and other customer service – collection duties!
  • Adequately request RPC and Accurint reports.
  • Effectively use all options available on the Collection and Inquiries system menus.
  • Review voicemails and return calls to the customers within 24 hours or the next business day.
  • Set up future promise to pay for delinquent accounts.
  • Properly process specific customer requests through the flag for review reports.
  • Perform additional assignments as required to assist in achieving Team and Company goals.

Qualifications

  • A high school diploma or equivalent required.
  • One year collection experience.
  • One year Call Center experience.
  • Knowledge of Billing and Collections procedures.
  • Pass Inbound Skills Assessment Test/Acceptable Keystrokes.

Skills

  • Ability to negotiate to work out payment arrangements on accounts that are delinquent on their first payment.
  • Ability to calculate figures and amounts as the relate to settlements on accounts.
  • The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • The ability to multi-task in a busy, fast-paced, sometimes stressful, and noisy environment with frequent interruptions.
  • Ability to communicate effectively on the phone and in person for up to 8 hours per day.
  • Ability to work effectively with UCFS employees and customers.
  • Ability to read, write and perform mathematical calculations.
  • Ability to address detail.
  • Ability to understand and follow UCFS policies, procedures, and guidelines.
  • Proficiency with a computer, standard office equipment and computer programs, including but not limited to Microsoft Suite (Outlook, Excel, Word, PowerPoint), Internet/search engine savvy.

Benefits

This position operates in a professional office environment at UCFS offices in Westlake, Ohio. This is typically a full-time position, which is defined as being scheduled to work for up to 40 hours or more per week. UCFS is open for operations 7 days a week, and most holidays. Representatives work Monday through Friday on the day or early evening shift, and may be called upon to work overtime, night-time, and weekend hours (two weekends required each month) or permanently change their schedules as job duties demand.

Pay

Compensation is commensurate with experience.

Schedule

Typically a full-time position, this is defined as being scheduled to work for up to 40 hours or more per week. UCFS is open for operations 7 days a week, and most holidays. Representatives work Monday through Friday on the day or early evening shift, and may be called upon to work overtime, night-time, and weekend hours (two weekends required each month) or permanently change their schedules as job duties demand.

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