Specialist I, Inbound Customer Service

Summary:

Assists account owners or authorized individuals, who call in, to effect resolution of their account(s). By utilizing strong communication and organizational skills the Inbound Customer Service Representative will investigate and/or negotiate resolution with/for Resurgent's customers.

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. Expected results are to consistently met or exceed Quality Assurance and CS Internal Quality scores by achieving at a minimum 97% in each category including but not limited to: Quality Assurance "Inbound" Audit, CS Internal audits: Adverse Status ATT", "Adverse Status CDR", "CS Inbound", "Ensure Customer Made Aware of All Accounts", "SODI", and/or "Out of Statute Verbal Dispute Tab".

• Identifies and executes required actions regarding information received on Resurgent accounts.

• Maintains established levels of productivity, efficiency to ensure company standards are met.

• Uses investigation skills to evaluate conversations and documents to determine proper call model procedures to appropriately determine a callers situation. Apply appropriate solutions to account(s) such as status update, call routing, notation and follow-up.

• Collect payments when appropriate.

• Maintains the integrity and accuracy of the reporting information through manual changes and updates and documenting of all appropriate systems.

• Perform various administrative duties assigned by management.

• Effectively 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

• 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

• Ability to maintain confidential information

• Excellent comprehension with ability to use cognitive skills in determining appropriate resolutions and effectively communicate same to customers

• Strong integrity with excellent work ethic

• Detail-oriented, analytical, and extremely organized

• Ability to work individually with minimal supervision

• Computer proficient with various MS Office applications and efficient typing skills

• Must become Company certified in compliance with the FDCP

​Contact center operating hours:

• Monday-Thursday: 8:00am-9:00pm

• Friday: 8:00am-7:00pm

• Saturday & Sunday: 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

Current Available Shifts:

• 9:00am-5:30pm, Monday-Friday

• 9:30am-6:00pm, Monday-Friday

• 10:00am-9:00pm, Monday-Thursday

• 11:30am-8:00pm, Monday-Thursday & 9:00am-5:00pm on Sunday's--Off Friday's & Saturd