Specialist I, Inbound Customer Service

Summary:

The Specialist I, Inbound Customer Service department is the voice of the company, assisting customers and authorized third parties through inbound and outbound calls. This role provides accurate account information, resolves inquiries, negotiates payment arrangements when appropriate, and ensures full compliance with state and federal regulations. The Specialist I delivers high quality customer experience through effective communication, empathy, investigation, and problem-solving while meeting productivity and quality standards.

Responsibilities:

• Assist account owners or authorized individuals by providing accurate, timely information and resolving account-related inquiries
• Collect, document, and update account information during phone interactions
• Negotiate payment arrangements and collect payments when applicable
• Investigate account history, conversations, and documentation to determine appropriate resolutions
• Apply appropriate solutions including status updates, call routing, documentation, and follow-up actions
• Maintain integrity and accuracy of all systems through thorough documentation and updates
• Adhere to all federal, state, and company compliance requirements, including FDCPA regulations
• Contact consumers through inbound and outbound calls, including use of manual and auto dialers
• Maintain established levels of productivity, efficiency, and quality performance
• Achieve or exceed Quality Assurance and Internal Quality standards, with a minimum expectation of 97% across applicable audits and measures
• Effectively manage sensitive or emotional conversations with professionalism, objectivity, and empathy
• Perform administrative and other duties assigned by management

Work Schedules:

• Our contact center operates 8am-9pm (Mon-Thurs), 8am-7pm (Fri), and 9am-5pm (Sat & Sun)

• Customer Service Representatives will have a stable shift (does not vary week to week) resulting in 40 hours per week

• Premium pay for shifts that include Mondays, Saturdays, and Sundays

• Examples of Current Shifts:

  • Monday-Thursday, 10:00am-9:00pm--Off Friday's, Saturday's & Sunday's

  • Monday-Friday, 10:30am-7:00pm--Off Saturday's & Sunday's

Start Date: 5/11/2026

Training Period: 5/11/2026-6/5/2026

Training Schedule: 8:30am-5:30pm Monday-Friday

Qualifications/Skills:

• Call center, customer service, collections, sales, telemarketing, or financial services experience preferred (not required)
• Strong verbal and written communication skills
• Ability to remain calm, professional, and empathetic during challenging interactions
• Payment negotiation experience preferred but not required
• Strong problem-solving, investigation, and analytical abilities
• Ability to quickly learn and apply a broad range of accounts and regulatory knowledge
• High attention to detail with excellent documentation practices
• Ability to work independently with minimal supervision
• Flexibility with job functions and scheduling
• Strong integrity, work ethic, and commitment to confidentiality
• Computer proficiency, including Microsoft Office and the ability to navigate multiple systems simultaneously
• Efficient and accurate data entry and typing skills
• Must become company-certified in FDCPA compliance

What We Offer:

• Competitive Salary: Starting at $20.00-$21.00 per hour based on experience

• Monthly bonus: $600 on average with maximum potential of $1200 per month

• Eligible for Customer Service Representative leveling promotion as soon as 6 months

• Long term career growth - over 60% of all company openings are filled by internal promotion