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BILINGUAL customer service/call center |
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Company: Ajilon Professional Staffing
Job
Category: Sales
Business Development
Reference
Code: US_EN_4_043166_00008362 |
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Location:  US-TX-Houston
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Job
Status: Full-Time |
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Job Description
Ajilon Office is the fastest-growing staffing service in the world specializing in the temporary and permanent placements of premier administrative and management professionals. We have a great opportunity for SEVERAL BILINGUAL (Engish/Spanish) CALL CENTER/CUSTOMER SERVICE candidates with one of our most respected clients located in the Houston Galleria area.
ONLY BILINGUAL (ENGLISH/SPANISH SPEAKING) CANDIDATES with CALL CENTER EXPERIENCE SHOULD APPLY TO THIS POSITION!
** MORTGAGE, LOAN, BANKING INDUSTRY A PLUS!! ***
RESPONSIBILITIES:
Responds to client or creditor inquiries through one-on-one telephone inbound calls, outbound phone calls, written correspondence, web chat, or e-mail, as assigned.
Manages an assigned individual or team portfolio of active DMP client accounts
Provides personal attention to each client in a professional and responsible manner, while maintaining or exceeding monthly department goals for quality, service level, and time-to-resolution
Restructures individually tailored Debt Management Plans (DMP) as needed to assist clients in repaying debt. This includes providing clients with appropriate referrals to other assistance organizations
Conducts the re-counseling of clients experiencing hardships. Advises clients, who are no longer able to maintain a DMP, of alternative action steps and assistance available.
Conducts re-counseling and periodic review of clients’ current financial situation, including credit report review, providing recommendations for further success of the DMP, including payout forecast analysis of increased deposits and payments to creditors.
Counsels clients desiring to add debt to their DMP.
Promotes appropriate client products and services to clients, Maintains up to date knowledge of features and benefits of all products and services.
Explains features of the clients service and client responsibilities to clients. Sets expectations with clients and follows up on all outstanding client issues until resolved.
Explains creditor concessionary policies and DMP benefits to clients
Maintains accurate and complete records including client notes, correspondence, and document imaging
Conducts research and resolves client issues related to their Debt Management Plan including priority research to stop repossessions, levies, garnishments, and foreclosures.
Investigates, researches and resolves client and/or creditor issues regarding missing checks, payment histories, held funds, returned checks and other related issues
Resolves new client issues ranging from re-counseling, adding debts and establishing appropriate expectations of the DMP
Resolves rejected proposals with clients and creditors as assigned
Addresses matters related to receiving decisions on pending status proposals
Conducts retention efforts to recover funds on negative balance accounts
Counsels clients with special requirements [MBNA] or priority creditors
Makes proactive contact with clients who have missed payments or have had payments returned for non-sufficient funds
Handles complex situations or facilitates transfer to appropriate level of management
Facilitates the closure of DMPs when necessary or required for non-payment, self-administration or successful completion
Works pre-disbursement exceptions.
Provides all client services in a manner that shows sensitivity to our diverse service population’s cultural and socioeconomic characteristics.
ADDITIONAL RESPONSIBILITIES:
data entry, special projects, counseling
EDUCATION and EXPERIENCE:
Associates Degree preferred
Minimum of 2 years experience working in a call center or office environment dealing with customers on an individual basis via telephone.
Some combination of education and experience may be accepted in lieu of a degree.
Background in sales, finance, education, consumer credit, collections, or a counseling-related field
SOFTWARE SKILLS:
MS Word, Excel, Outlook
Type 50/wpm
Excellent communication
Good organization
Self-motivated individual
Job Requirements
See above
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About Ajilon Professional Staffing
Ajilon Professional Staffing is a leader in recruiting and project consulting. We are made up of several specialty divisions that align with the unique skill sets of our candidates. These include temporary and permanent recruitment of experienced accounting, finance and bookkeeping professionals, corporate management and office support talent, as well as attorneys, paralegal and legal support professionals.
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