Loyalty Specialist I (Collections Specialist) | In-office Opportunity (Henderson, NV)

General Summary

The Collection Specialist I provides support to EMPLOYERS’ customers, both internal and external, via inbound and outbound calls and e-mails. The Collection Specialist I is motivated to maintain customer satisfaction and contribute to the organization's success by resolving any emerging issues a customer might face with accuracy and efficiency.

Responsibilities

• Deliver an exceptional customer experience while answering calls, emails, or chats from a minimum of 4 workgroups.
• Provide information, answer questions, and offer or facilitate resolution to customer inquiries.
• Provide accurate information to customers of assigned groups in accordance with company policies and department guidelines.
• Defuse situations through research, customer education, and exploring alternative solutions.
• Demonstrate listening skills while exhibiting good customer service, persistence, and respect to promote ease of doing business with EMPLOYERS and a reputation of integrity.
• Be familiar with and effectively utilize all collection remedies (cancelation dates, One-time ACH, auto deducts, credit card payments, etc.) within policy to get an account current.
• Act in accordance with policies, procedures, statutes, and state laws, as applicable.
• Research balances and work with multiple departments within EMPLOYERS to resolve discrepancies for the customer to prevent company risks/loss.
• Formulate specific recommendations pertaining to the allocation of funds. Payment arrangements may be negotiated to minimize loss to the organization.
• Protect the financial interests by communicating with members, non-members, and/or external third parties to collect and resolve delinquent accounts.
• Process requests for forms and applications.
• Process reinstatements, refunds, and credits.
• Follow up on customer communications via phone, email, or chat.
• Assist clients with registering and navigating EMPLOYERS online systems.
• Route calls when necessary to appropriate resources.
• Display basic knowledge and competency in assigned workgroup(s).
• Meet performance and quality standards.
• Recognize and alert management of trends in customer calls and emails.
• Utilize internal and external resources to improve knowledge and skill base.
• Use Microsoft products such as Word and Excel.

Requirements

• 1+ years of Collections Call Center experience.
• 1+ years in a high volume call center.
• High school diploma or equivalent.
• Ability to perform multiple tasks simultaneously.
• Ability to adjust priorities appropriately in a fast-paced environment.
• Ability to conduct business efficiently and effectively over the telephone utilizing proper phone and written etiquette.
• Ability to read, write, and communicate clearly in English.
• Demonstrated customer service experience.
• Basic PC skills including Outlook, Word, Excel spreadsheets, and Internet use.
• Attention to detail with timeliness and accuracy.
• Maintain high standards and measures despite pressing deadlines and added responsibilities.

Preferred Qualifications

• Experience with cloud-based Call Center ACD/CRM software.
• Relevant product knowledge (Insurance or Workers’ Compensation).
• Bilingual English/Spanish communication skills.
• Associates Degree.

Work Environment

• This position is required to be in-office full time with minimal travel to other office locations/meeting locations occasionally.
• Routinely uses office equipment such as computers, phones, printers, and web conferencing technology.
• Largely a sedentary role; however, some mobility is required.
• May work early, late, or occasional weekend hours to accommodate business needs.
• Occasional lifting of a maximum of 30 lbs.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pay

$21.50/hr ($22.50/hr for those that are bilingual in Spanish).

Benefits

EMPLOYERS offers a comprehensive benefits package. We provide a positive, challenging work environment, combined with an opportunity to build your career as you help us grow our business in innovative and imaginative ways. Our core values include Integrity, Customer Focus, Collaboration, Initiative, Accountability, Innovation, and Personal Fulfillment.

About the Company

EMPLOYERS is a dynamic, fast-growing provider of workers' compensation insurance and services. Headquartered in Nevada, EMPLOYERS attributes its long-standing success to its employees across the United States. Known for the quality service and expertise we provide to our clients, EMPLOYERS is recognized as “America’s small business insurance specialist.”