The Customer Service Agent (CSA), First Party interacts with our clients' customers to negotiate payment arrangements and/or resolve disputes relative to the debt owed.
Essential Functions
- Maintains a professional and customer-friendly manner with each account.
- Engages customers in a manner consistent with all applicable federal, state and local debt collection laws; undertakes appropriate training and certification, as required.
- Educates customers on accounting's terms and conditions.
- Identifies disputes and refunds and ensures proper resolution.
- Updates client information in a timely and accurate manner.
- Communicates in writing and verbally (in person and/or via phone) with supervisors and managers.
- Executes verbal and written directions from supervisors and managers.
- Reads and interprets information regarding clients, consumers, policies and procedures, laws, and company memos.
- Participates in various problem-solving and decision-making activities, as required.
- Operates various equipment and computer systems requiring manual and visual dexterity and hand/eye coordination (i.e. typing/keyboarding).
- Demonstrates respect and regard for all clients, visitors, and fellow employees to ensure a professional, responsible, and courteous working environment.
- Promotes effective working relationships and works effectively with both the department team and other departments to contribute to the achievement of department and 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
- Prefer one or more years of customer service experience, ideally in the collections industry.
- Must have business proficiency (written and verbal) in English.
- Successful completion of a company-sponsored three-week training program.
- Strong interpersonal and verbal communication skills.
- Moderate typing skills (35 wpm).
- Basic math and writing skills.
- Must successfully pass background check required to obtain MN Debt Collector license.
- Coachable: receptive to feedback, responsive to change, willing to learn, and embraces continuous improvement.
- Ability to maintain a predictable and consistent full-time work schedule.
Educational Requirements
- High School diploma or GED equivalent required.