Specialist I, Inbound Customer Service

Responsibilities

• Identifies and executes required actions regarding assigned skills while adhering to state and federal laws.
• Maintains established and quality assurance and internal quality scores to ensure company standards are met.
• Investigates and/or negotiates resolution with/for Resurgent’s customers.
• Evaluates conversations and documents to determine proper call model procedures to appropriately determine a caller’s situation.
• Applies appropriate solutions to account(s) such as status update, call routing, notation and follow-up.
• Collects payments when appropriate.
• Maintains the integrity and accuracy of the reporting information through manual changes and updates and documenting of all appropriate systems.
• Performs various administrative duties assigned by management.
• Handles job responsibilities by providing accurate information in a timely manner.

Qualifications/Skills

• Experience in customer service, finance/mortgage company collections or other related fields with emphasis on Call Center experience.
• The ability to remain calm and objective during potentially emotional customer conversations through effective communication and empathy skills.
• The ability to learn quickly and effectively utilize and convey a vast amount of knowledge to a diverse account base.
• Flexibility concerning job functions and scheduling.
• The ability to maintain confidential information.
• Strong integrity with excellent work ethic.
• Detail-oriented, analytical, and extremely organized.
• Computer proficient with various MS Office applications and efficient typing skills.
• Must become Company certified in compliance with the FDCP.

Benefits

• Competitive hourly pay: $20.00–$21.00 based on experience.
• Monthly bonus eligible—based on performance.
• Collections commission plan with uncapped earning potential.
• Eligibility for role leveling and promotion as early as 6 months.
• Long-term career growth: over 60% of roles filled internally.
• Annual merit increases based on performance.
• Comprehensive healthcare benefits, including: Wellness discounts, Company HSA contributions up to $1,600, Free preventative medications for chronic conditions, On-site clinic with nurse practitioner, Supplemental benefits including parental leave, infertility and adoption assistance, mental health support, free physical therapy resources, life insurance, and pet insurance, Safe Harbor 401(k) with company contributions up to 4.5%.
• Employee Referral Bonus Program.
• Dependent Scholarship Program.
• Community involvement and volunteer opportunities.
• Special awards, contests, and recognition incentives.
• Opportunity to work with a supportive, high-performing team.

Pay

Competitive hourly pay: $20.00–$21.00 based on experience.

Schedule

Contact Center Operating Hours: Monday–Thursday: 8:00am–9:00pm, Friday: 8:00am–7:00pm, Saturday & Sunday: 9:00am–5:00pm. Notice for California Residents - California Privacy Policy Summary.

Current Available Shifts: 8:30am-5:00pm Monday-Friday, 9:00am-5:30pm Monday-Friday, 10:00am-9:00pm Monday-Thursday, 10:30am-7:00pm Monday-Friday, 11:30am-8:00pm Monday-Thursday & 10:30am-7:00pm Weekends: Monday's & Friday's: 8:00am-7:00pm, Saturday's and Sunday's: 9:00am-5:00pm.

Stable shift schedule (does not vary week to week), Full-time, 40 hours per week, Premium pay for shifts that include Mondays, Saturdays, and Sundays.