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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