UI Collections Specialist - Columbia (REPOST)

Job Responsibilities

Do you have a special skill for listening, providing guidance, helping callers, and ensuring quality customer service for callers? Our Collections Department is within the Unemployment Insurance (UI) Division, and the Collections Specialist will be responsible for the recovery of debts owed to the agency by claimants and employers.

Serving on the UI Collections team, which is responsible for ensuring system integrity and viability in accordance with agency policies and procedures, the Collections Specialist will exercise judgement and initiative to carry out the agency’s collection efforts on claimant and employer debts.

Key Responsibilities

• Provide claimant and employer information and guidance with a positive, service-oriented attitude.
• Answer and handle inbound calls and outbound calls in a professional manner.
• Identify the proper course of action and use the department’s systems and processes to thoroughly document the call summary, course of action taken, and related disposition codes.
• Follow collection procedures and guidelines regarding escalation and issue resolution.

Minimum And Additional Requirements

• A High School Diploma and at least one year of relevant experience in a call center, account documentation, or other similar collections environment.
• A bachelor’s degree may be substituted for the required work experience.

Preferred Qualifications

• Excellent communication skills and the ability to negotiate successful outcomes with internal and external customers.
• Must be customer-focused with a strong sense of ethics and integrity.
• Ability to remain calm in stressful situations and the ability to be persuasive, persistent, and firm when needed.

Special Notice

This is a REPOST -- Previous applicants are still being considered and do not need to re-apply for this position.