Job Description:
Requirements:
High School Diploma or its equivalent
1 year of call center collections, customer service or telemarketing experience preferred, but not required.
Good command of English communication skills.
DUTIES AND RESPONSIBILITIES
Ability to communicate in a clear and effective manner with the customer.
Effectively adapt to customer situations, including listening skills, ability to empathize, and provide alternative solutions to help resolve the customer’s issue.
Problem solving skills to identify root cause to accurately recommend solutions.
Effective negotiation and ability to overcome customer objections.
Accurately document accounts in a timely manner on the computer while speaking to the customer at the same time.
Able to work flexible work schedule, required weekends and holidays as needed.
Meet productivity and call quality standards as set by the business.
Accurately follow VAIG (Verifying All Information Good) and Bad Phone Process.
Dispute resolution and customer escalation process to be followed consistently.
Set daily goals with assistance of supervisor.
Adhere to all guidelines and requirements as set forth by individual clients.
Achieve different Key Performance Metrics as by the operations management team.
Definition of Success in this position:
Excellent at building customer relationships and creates a good customer experience thru the collections process.
Attention to detail.
Effective negotiation skills.
Willingness to learn and help others.
Math skills to determine billing answers and payment options.
Tolerance for repetitive work.
Successfully demonstrates the ability to work in a fast-paced environment.
Positive attitude with the ability to remain calm in stressful situations.
Flexible to schedule changes.
Must be able to remain in a stationary seated position up to 85% of the work shift.
Must be able to communicate with consumers and maintain compliance with all federal, state and local laws, rules and regulations.
Must be able to communicate with consumers and maintain compliance with corporate objectives and standard operating procedures.
Must be able to exchange accurate information with co-workers, consumers and/or clients or vendors who have work related inquiries.
Summary:
As a First Party Collections representative:
You will spend your day on the phone talking with customers reminding them about late or missed payments that will be in all different levels of delinquency.
Help the customer find ways to set up payment. Inbound and Outbound calling efforts will consist of using effective negotiating and relationship building skills to partner with the customer and help problem solve.
You will be required to navigate multiple systems during these phone calls while functioning efficiently on the computer.
You will be representing the client on the phone to the consumer. Therefore, our collection efforts focus on protecting the clients brand reputation through creating a positive customer experience.
CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.
