Join a high-energy team dedicated to delivering world-class customer experiences through effective back-office collections and exception processing. Drive impactful solutions in a fast-paced environment where your expertise and ownership make a difference.
Job Summary
As a Specialist I in our team, you work within Back Office functions, handling requests such as general correspondence, hardship, cease and desist, attorney representation, and account record requests. You will also manage exception reports for collections processes, including settlement, re-age, charge-off reversal, and vendor management. Your focus is on providing effective resolutions and creating a world-class experience for customers while meeting stringent SLAs for document and exception processing.
Job Responsibilities
- Take complete ownership from evaluation to resolution of customer queries, acting as a customer advocate and offering payment solutions
- Handle remediation requests related to payment programs, e-pay cancellations, SSN remediation, and monetary adjustments
- Fulfill media requests received from customers, including cease and desist and attorney representation
- Execute key control reports and manage control reports within stringent timelines
- Maintain quality scores and adhere to established policies and procedures
- Identify process or knowledge gaps and escalate them promptly
- Maintain expected performance levels and participate in team and process-level events and initiatives
- Meet and exceed benchmarks through consistent performance
- Adhere to metrics such as utilization, tardiness, breaks, unscheduled absenteeism, and leave utilization
Required Qualifications, Skills and Capabilities
- Demonstrate ownership of each customer interaction while empathizing with customer needs
- Resolve conflicts, manage customer expectations, and provide appropriate solutions through relationship building
- Exhibit effective verbal and written communication, accuracy, attention to detail, and critical thinking
- Minimum of 6 months computer experience utilizing multiple applications in a Windows-based environment High School Diploma (10+2), HSC, or GED required
Preferred Qualifications, Skills and Capabilities
- Experience in collections and/or non-phone back-office functions
- Ability to engage in interactive dialogue with customers through active listening
- Knowledge of regulatory and department practices and procedures
- Willingness to work flexible schedules, including evenings, weekends, and holidays as required by business needs
Additional Notes:
- Work type may shift between various non-phone units based on business requirements
- Flexible schedule: Monday to Friday with weekends off, subject to change per business needs
- Training attendance is required onsite, regardless of work location
- Competitive base salary, comprehensive benefits, and opportunities for professional growth and advancement
- Diverse, high-energy work environment with paid training and industry-leading benefits starting day one
