What are the responsibilities and job description for the Call Center Agent position at NCB Management Services, Inc.?
Position Overview
The Call Center Agent is responsible for managing overdue accounts and recovering outstanding debts. Their primary duties include contacting customers through phone, email, or mail to discuss unpaid bills, negotiation payment plans and maintaining accurate records of all interactions all while ensuring compliance with relevant laws and regulations.
Essential Job Functions
The Call Center Agent is responsible for managing overdue accounts and recovering outstanding debts. Their primary duties include contacting customers through phone, email, or mail to discuss unpaid bills, negotiation payment plans and maintaining accurate records of all interactions all while ensuring compliance with relevant laws and regulations.
Essential Job Functions
- Contacting Customers: Reach out to customers through phone, email, or mail to discuss overdue accounts and arrange for payment.
- Negotiating Payment Plans: Collaborate with customers to establish manageable payment plans while ensuring timely debt recovery.
- Updating Account Information: Maintain accurate records of customer interactions, payment agreements, and account statuses in the company’s database.
- Researching Accounts: Investigate and analyze customer accounts to understand the reasons for non-payment and determine the best course of action.
- Collaborating with Team Members: Work on-site with coworkers, management, and other departments to resolve customer issues and ensure accurate account information. Participate in on-site training and development activities to enhance skills and performance.
- Compliance: Ensure all collection activities comply with relevant laws and regulations, such as the Fair Debt Collection Practices Act (FDCPA).
- Problem-Solving: Identify and address any issues or disputes that arise during the collection process, working to find solutions that are acceptable to both the company and the customer.
- Customer Service: Provide excellent customer service by being empathetic, professional, and respectful during all interactions with customers.
- Monitoring Accounts: Regularly review account statuses to identify any changes or improvements and take appropriate action.
- Sitting for Extended Periods: Ability to sit comfortably for long periods while making calls and working on a computer.
- Manual Dexterity: Efficient use of a keyboard and mouse for data entry and navigating software applications.
- Speaking Clearly: Strong verbal communication skills for effective negotiation and conveying information.
- Hearing Ability: Good hearing to understand customer responses during phone conversations.
- Visual Ability: Ability to read and review documents, screens, and reports accurately.
- Auditory Abilities: Active listening to understand customer concerns and ensure accuracy during conversations.
- Verbal Communication: Clear and confident speaking to convey information, persuade customers, and build rapport.
- Written Communication: Professional and clear writing for emails, messages, and accurate documentation.
- Reading and Comprehension: Understanding company policies, analyzing account details, and solving problems using written information.
- High school diploma or equivalent.
- Previous experience in collections, customer service, or related field.
- Strong negotiation and communication skills.
- Proficiency in using computer software and databases.
- Knowledge of relevant laws and regulations, such as the FDCPA.
