Payments and Risk Management Specialist 1

About the role

The Payments and Risk Management Specialist handles escalated customer account needs, assists internal and external customers and agents with collection inquiries via phone and email, and reviews equipment orders and investigates suspicious activities that could potentially include fraud.

Responsibilities

• Taking inbound calls from customers for payment and/or account adjustments or other customer needs.
• Communicating with customers when follow-up is needed regarding payments/collection issues.
• Displaying active listening and superior customer service skills for both external customers and internal employees.
• Able to professionally communicate over the phone and via email with customers in an assertive, yet professional manner.
• Able to de-escalate customer complaints and resolve customer issues before close of any call.
• Researching and analyzing potential customer fraud cases to identify and prevent future fraud.
• Contacting delinquent customers via phone or email to secure payment or establish payment arrangements.
• Able to work with customers to get satisfactory resolution of account deficiencies.
• Investigating and monitoring accounts to reduce nonpayment risk.
• Responding to internal and external emails in a professional, accurate, and concise manner.
• Knowing commonly used concepts, practices, and procedures in the cellular industry.
• Able to verbally communicate well in both one-on-one and group settings.
• Adhering to work schedule, attendance, and punctuality standards.
• Complying with minimum performance standards.

Requirements

• Experience in a call center environment with customer service or collections background is preferred.
• Loan workout experience and/or customer account fraud prevention or loss mitigation is a plus.
• High school diploma or equivalent.
• Ensure customer information remains private, secure, and confidential.
• Self-motivated, hard-working team player with proven outstanding organizational skills and very detail-oriented.
• Able to work independently and manage multiple tasks at once.
• Provide prompt, accurate, and courteous customer service.
• Demonstrate a highly developed sense of integrity and commitment to customer satisfaction.
• Show demonstrated passion for excellence with respect to treating and caring for customers.
• Strong knowledge of cellular concepts, products, services, and policies within the cellular industry.
• Able to effectively communicate and conduct yourself in a professional manner with fellow co-workers and be flexible with different personalities.
• Willingness to work a flexible schedule and occasional overtime when needed.
• Possess a strong work ethic and team player mentality.
• Effectively utilize MS Office, MS Excel, and the Internet.

Qualifications

• High school diploma or equivalent.
• Self-motivated, hard-working team player with proven outstanding organizational skills and very detail-oriented.
• Able to work independently and manage multiple tasks at once.
• Provide prompt, accurate, and courteous customer service.
• Demonstrate a highly developed sense of integrity and commitment to customer satisfaction.
• Show demonstrated passion for excellence with respect to treating and caring for customers.
• Strong knowledge of cellular concepts, products, services, and policies within the cellular industry.
• Able to effectively communicate and conduct yourself in a professional manner with fellow co-workers and be flexible with different personalities.
• Possess a strong work ethic and team player mentality.
• Effectively utilize MS Office, MS Excel, and the Internet.

Skills

• Customer service skills.
• Communication skills (verbal and written).
• Organizational skills.
• Problem-solving skills.
• Attention to detail.
• Ability to work independently and manage multiple tasks.

Benefits

Competitive base pay with potential for shift differential, overtime, and bonus pay.
Medical insurance (98% company-paid for full-time employee only coverage)
Dental and Vision insurance (100% company-paid for full-time employee only coverage)
401(k) company match of 100% up to 6% of your pay
Discounted Consumer Cellular wireless phone plan for employees
Paid Time Off (PTO) available following a 30-day waiting period
Flexible Spending Accounts (FSA) for health care and dependent care expenses
Life and AD&D insurance equal to 1x your annual earnings (100% company-paid)
Long-Term Disability insurance (100% company-paid)
Employee Assistance Program (100% company-paid)
Education reimbursement
Employee rewards program
Accrue up to 40 hours in 1st year for hourly positions and up to 120 hours for salaried positions.

Pay

Data Minimum Salary: $36,750 Maximum Salary: $46,200

Schedule

Full-time