Remote Customer Service Specialist

Job Overview:
About the job Remote Customer Service Representative.
The remote customer service representative (CSR) is a remote position, responsible for providing friendly and helpful service to all customers that call into the Call Center. CSRs are assigned a queue of early-stage delinquent auto finance accounts ranging from 4-30 days past due for payment reminders and resolution of accounts. CSRs will utilize appropriate techniques, strategies, and collection efforts to identify a quick and acceptable solution.
Essential Job Functions:
? Answer and handle calls regarding accounts and other related questions utilizing appropriate compliance and security measures to identify customers and protect against fraud
? Actively listen and ask questions to determine customer needs to ensure proper routing of call and/or presentation of a solution to their inquiry.
? Collect on assigned delinquent accounts in a timely and effective manner, within established guidelines
? Document all communications and transactions of material manner with customers
? Protect the confidentiality of all aspects of the companys operations, portfolio, customer information, and computer technology
? Working knowledge of state and federal laws applicable to collections, including FDCPA, TCPA and Rees-Levering among others
? Actively participate in team meetings to improve workflows, collection processes, and department efficiencies.
Additional Job Functions:
? Work effectively in a high-pressure, high-volume environment
? Display professionalism and empathy
? Handle customer questions with a goal of resolving all issues within first contact/call
? Demonstrate strong verbal and written communication skills
? Refer available services to meet customers needs
? Excellent computer skills including proficiency with Microsoft Suite products
? Contribute to department projects as assigned
? Other related duties as business needs arise

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