The Remote Customer Service Representative (CSR) is a remote position, responsible for providing friendly and helpful service to all customers that call into the Call Center. CSRs are assigned a queue of early-stage delinquent auto finance accounts ranging from 4-30 days past due for payment reminders and resolution of accounts. CSRs will utilize appropriate techniques, strategies, and collection efforts to identify a quick and acceptable solution.Essential Job Functions
Answer and handle calls regarding accounts and other related questions utilizing appropriate compliance and security measures to identify customers and protect against fraud
Actively listen and ask questions to determine customer needs to ensure proper routing of call and/or presentation of a solution to their inquiry.
Collect on assigned delinquent accounts in a timely and effective manner, within established guidelines
Document all communications and transactions of material manner with customers
Protect the confidentiality of all aspects of the companys operations, portfolio, customer information, and computer technology
Working knowledge of state and federal laws applicable to collections, including FDCPA, TCPA and Rees-Levering among others
Actively participate in team meetings to improve workflows, collection processes, and department efficiencies.
Additional Job Functions
Work effectively in a high-pressure, high-volume environment
Display professionalism and empathy
Handle customer questions with a goal of resolving all issues within first contact/call
Demonstrate strong verbal and written communication skills
Refer available services to meet customers needs
Excellent computer skills including proficiency with Microsoft Suite products
Contribute to department projects as assigned
Other related duties as business needs arise
• Qualifications and Education Requirements• Two or more years in a Call Center environment preferred with related work experience in customer service, banking/finance, or collections. Knowledge of collections processes and tactics. Interpersonal skills with the ability to work in a team and interact with all levels of personnel. Reliable with excellent time management ability, must meet deadlines and quotas. High school diploma or equivalent required.• Preferred Skills• Ability to speak, read and write in both English and Spanish. Excellent understanding of reporting and report databases. Proficient in Microsoft Office applications. Excellent verbal and written communication skills. Strong problem solving and decision-making skills.