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CALL CENTER

Job Description

SUMMARY

The Payment Center Agent is primarily responsible for assisting customers by making payment reminder calls and making payment arrangement calls in a courteous manner, which allows Advance Financial to retain the individual as a repeat customer.  The Payment Agent works in a call center environment where calls are directed by a predictive dialer.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Displays a cheerful and positive attitude at all times
  • Provides consistent and exceptional customer service
  • Conduct outbound welcome calls to new customers
  • Conduct outbound reminder calls and assist customer with payment options and direct them to appropriate store location to make payment
  • Encourage customer to make payments using credit cards
  • Answer incoming customer calls to resolve complaints, collection charges and other account inquiries
  • Meet performance standards for contact rate, promise to pay kept rate, total dollars collected and other productivity measures
  • Treats customers and co-workers with dignity and respect
  • Adheres to company guidelines and procedures, state and federal laws
  • Ability to use a computer keyboard for typing and numeric data entry
  • Participates in on-going learning and development
  • Performs all other duties as assigned



Job Requirements

QUALIFICATIONS   

  • Must be high energy
  • Must understand and meet the demands of a customer-focused call center environment
  • Must be dedicated to the work ethic and employment philosophy of an at-will employer
  • Must work independently, manage multiple projects and produce timely and effective results
  • Must be able to work with a computer screen that is quickly changing and flashing the user to be alert of specific information. 
  • Must be able to perform each essential duty listed above
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Key Competencies required

  • Excellent verbal communications skills both in person and over the telephone
  • Excellent customer service skills
  • Work Efficiently
  • Customer Service
  • Drive for Results
  • Detail Orientation

EDUCATION and/or REQUIRED EXPERIENCE

  • High School Diploma
  • Minimum 6 months experience in a customer service related field
  • Must have excellent verbal communications skills
  • Must have the ability to multi-task in a high energy, fast paced call center environment

LANGUAGE SKILLS

  • English or Bi-lingual (English/Spanish)
  • Superior Verbal and Written Communication Skills

MATHEMATICAL SKILLS

  • Basic Mathematical Skills

REASONING ABILITY

  • Critical Thinking Skills
  • Problem Solving Skills

CERTIFICATES, LICENSES, REGISTRATIONS

None at this time

PHYSICAL DEMANDS

  • Must be available to work all shifts, days, evenings, and weekends
  • Must be able to work with a computer screen with flashing alerts and constantly changing views
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

WORK ENVIRONMENT

  • Fast paced call center environment
  • Performance will be routinely measured and rewarded
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Snapshot

Post Date 9/16/2014
Location Nashville, TN
Other Pay Up to $18.00 plus Monthly Bonuses
Employment Type Full-Time/Part-Time
Job Type Customer Service, Retail
Education High School
Experience 1 years
Manages Others Not Specified
Industry Banking - Financial Services
Required Travel None
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