B2B Commercial Collections
Job Details
Portsmouth Office - Portsmouth, NH
Optional Work from Home
Regular Full Time
High School
$17.00 - $20.00 Hourly
None
Monday - Friday Full Time
Customer Service/Support

The Customer Service Agent (CSA), Commercial Dialer interacts with our clients customers in an effort to negotiate the best possible payment arrangements and/or identify and resolve disputes relative to the obligation due.

 

ESSENTIAL FUNCTIONS:

  • Utilizes CCS Manual Call Launcher (MCL) to initiate and handle outgoing calls.
  • Maintains a professional and customer-friendly manner with each account.
  • Maintains knowledge and compliance with all applicable federal and state laws (e.g. FDCPA, UDAAP).
  • Handles outgoing calls professionally and knowledgeably, following the appropriate scripts when necessary; occasionally fields inbound calls with the same professionalism.
  • Negotiates payment plans and settlements with our clients customers based upon client-specific parameters.
  • Identifies disputes promptly and ensures proper resolution.
  • Participates in various problem-solving and decision-making activities, as required.
  • Demonstrates respect and regard for all clients, visitors, and fellow employees to ensure a professional, responsible, and courteous working environment.
  • Promotes effective working relationships with their team and other CCS departments to help achieve department/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:

  • Preferably 2+ years of customer service experience in a service-related industry.
  • Bilingual/multilingual skills are desirable.
  • Strong interpersonal skills and able to communicate effectively in writing, and verbally (in person/or via phone), with supervisors, managers and customers.
  • Able to execute verbal and written directions from the supervisors and managers.
  • Able to read and interpret information in written form and from a computer monitor regarding clients, consumers, policies and procedures, laws, and company memos.
  • Able to operate various equipment and computer systems requiring manual and visual dexterity, and hand/eye coordination (i.e. typing/keyboarding).
  • Basic math and writing skills.
  • Moderate typing skills required (35 wpm).
  • Successful completion of a company-sponsored one-week training program.
  • Coachable: receptive to feedback, willing to learn, responsive to change and embraces continuous improvement.
  • Ability to speak, read and write clearly and concisely in English.
  • Able to maintain a predictable and consistent full-time work schedule.

 

EDUCATION REQUIREMENTS:

  • High school diploma or GED equivalent required.
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