Account Servicing Representative I

Job Summary:   The Account Servicing Representative I will handle all aspects of inbound and outbound customer calls in a professional and efficient manner for the purpose of resolving customer concerns and verifying consumer information.

Principle Responsibilities:

• Handle incoming and outgoing calls to customers with current and past due accounts and leave messages as necessary.
• Provide excellent service to consumers to create a memorable experience.
• Answer consumer questions regarding problems with their accounts.
• Arrange for debt repayment or establish repayment schedules.
• Perform skip tracing to locate assets and consumers.
• Negotiate repayment with consumers by asking questions and offering applicable solutions.
• Effectively transfer misdirected customer requests to an appropriate party and contribute ideas on ways to resolve problems to better serve the customer.
• Maintain broad and in-depth knowledge of client products and services.

Knowledge, Skills, and Abilities: 

• Excellent organizational and time management skills.
• Excellent verbal and written communication skills, including active listening.
• Excellent customer service skills; service-oriented and able to resolve customer grievances.
• Strong interpersonal skills with a proven ability to collaborate with a team.
• Demonstrated critical thinking and problem-solving skills.
• Proficient in Microsoft Office Suite or related software.
• Basic understanding of clerical procedures and systems such as recordkeeping and filing.

Work Experience: 

• 1+ year contact center experience preferred.

Training and Education: 

• High school diploma or equivalent required.
• Complete all required training as assigned.

Working Environment and Requirements to Perform Job Responsibilities

• Ability to work assigned shift.
• Ability to work in a shared office, private office, and/or cubicle in accordance with job duties and responsibilities.
• Ability to be on location for client services for all work hours. 
• Effective with shifting roles, responsibilities, and expectations in a changing work environment. 
• Ability to see computer screen, read, and complete forms
• Ability to lift up to 10 pounds with the ability to push, pull, bend, reach, and sit.
• Ability to sit for prolonged periods of time/work at a desk.
• Ability to answer the phone in a busy environment – hear callers and be responsive. 
• Ability to work in a high intensity/fast paced work environment and be able to multi-task and prioritize.