Call Center Agent

PORTNOFF LAW ASSOCIATES, LTD.

Position: Call Center Agent

Department: Operations - Legal

FLSA Status: Non-Exempt

Worksite status: Remote (After Successful Completion of 100% On-site Training)

Role Summary:

The Call Center Agent is the primary point of contact for property owners in connection with the collection of delinquent municipal taxes and fees. The Call Center Agent responds to inbound telephone calls and voicemail messages, provides callers with details concerning unpaid claim(s), negotiates payment terms and screens callers for hardship consideration.

Essential Duties And Responsibilities

• Maintain an ongoing understanding of, and consistently comply with, the rules and regulations associated with the Fair Debt Collections Practices Act (FDCPA), the Municipal Claims and Tax Liens Act (MCTLA) and PLA processes and procedures
• Respond to a high volume of inbound telephone calls and/or website inquiries pursuant to PLA operating procedures and directives
• Return voicemail messages to property owners in accordance with PLA operating procedures and directives
• Evaluate file status and respond quickly and appropriately to call inquiry
• Effectively negotiate payment arrangements consistent with client and PLA parameters. Accurately calculate payment amounts and record instructions for payment allocation. Create payment plan modules and diary/rediary file(s) with the appropriate action plan code(s)
• Screen callers and evaluate eligibility for hardship consideration. Prepare applications as directed or as needed
• Document accurate and comprehensive call summaries and diary/rediary file(s) with appropriate action plan code(s)
• Communicate with legal staff, Account Managers and/or other departments as needed
• De-escalate dissatisfied callers. Resolve complaints. Redirect callers to the appropriate individual when needed
• Satisfy established key performance indicators (KPI)
• Attendance in the office as scheduled or when needed
• Other duties as assigned
  
  

Qualifications:

• Confident and clear telephone speaking voice
• Effective verbal expression combined with excellent active listening skills
• Demonstrated skills of poise, empathy, diplomacy, and tact
• Ability to work with and synthesize information from multiple sources
• Capable of rapidly analyzing and delivering concise, accurate summaries of discussions
• Skilled in building relationships and working effectively with individuals at all levels, both within and outside the organization
• MS Office Proficiency
• Dependable, with strong work ethic and personal integrity
• One-three years of experience successfully managing collection claims subject to the FDCPA and the FCEUA
  
  

Education and/or Experience

• High School Diploma or equivalency
• One-three years’ experience successfully managing collection claims subject to the FDCPA and the FCEUA
  
  

Physical Demands/Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is regularly required to stand; walk and use hands and arms to operate general office equipment (PC, telephone, file cabinets, copier, postage meter, fax machine, and printer). The employee may occasionally lift and/or move up to ten pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

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