Description

The Customer Service Agent (CSA), General I interacts with our clients customers to negotiate payment arrangements and/or resolve disputes relative to the debt owed.

ESSENTIAL FUNCTIONS:

• Maintains a professional and customer-friendly manner with each account.


• Engages customers in a manner consistent with all applicable federal, state and local debt collection laws; undertakes appropriate training and certification, as required.


• Follows the appropriate scripts when handling both inbound and outbound calls.


• Negotiates payment plans and settlements with consumers based on the clients parameters.


• Identifies disputes and ensures proper resolution.


• Updates client information in a timely and accurate manner.


• Communicates in writing and verbally (in person and/or via phone) with supervisors and managers.


• Executes verbal and written directions from supervisors and managers.


• Reads and interprets information regarding clients, consumers, policies and procedures, laws, and company memos.


• Participates in various problem-solving and decision-making activities, as required.


• Operates various equipment and computer systems requiring manual and visual dexterity and hand/eye coordination (i.e. typing/keyboarding).


• Demonstrates respect and regard for all clients, visitors, and fellow employees to ensure a professional, responsible, and courteous working environment.


• Promotes effective working relationships and works effectively with both the department team and other departments to contribute to the achievement of department and company goals and objectives.


• Maintains work areas and equipment in conditions as required by department standards; operates assigned equipment and performs all activities in a safe manner.


• Performs other tasks as may be assigned by manager/supervisor.

QUALIFICATIONS:

• Prefer one or more years of customer service experience, ideally in the collections industry.


• Must have business proficiency (written and verbal) in English.


• Successful completion of a company-sponsored three-week training program.


• Strong interpersonal and verbal communication skills.


• Moderate typing skills (35 wpm).


• Basic math and writing skills.


• Must successfully pass background check required to obtain MN Debt Collector license.


• Coachable: receptive to feedback, responsive to change, willing to learn, and embraces continuous improvement.


• Ability to maintain a predictable and consistent full-time work schedule.

EDUCATIONAL REQUIREMENTS:

• High School diploma or GED equivalent required.

Qualifications