CSA, FS Route IV

Description

The Financial Services (FS) Route Customer Service Agent (CSA) is responsible for collecting delinquent funds on high-balance accounts placed with CCS for third-party collection. They oversee the management of 400 accounts that correspond to a specific client; including the daily calling and contacting of each account until the matter is resolved.

ESSENTIAL FUNCTIONS:

• Maintains a professional and customer-friendly manner with each account.
• Engages customers in a manner consistent with all applicable federal, state and local debt collection laws.
• Comprehends and executes verbal and written directions from supervisors and managers.
• Attains a level of knowledge about CCS clients loan programs and converses with customers in an intelligent and professional manner.
• Reads and interprets information regarding clients, debtors, policies and procedures, laws, and company memos.
• Participates in various problem-solving and decision-making activities requiring skills such as listening, speaking, reading, writing, analyzing, independent-thinking, organizing, prioritizing, planning, delegating, and basic math.
• Operates various equipment and computer systems requiring manual and visual dexterity and hand/eye coordination (i.e. typing/keyboarding).
• Responsible for skip tracing accounts with incorrect contact data using internet websites (Google, White Pages, etc) along with company paid sites (Accurint).
• Demonstrates respect and regard for all clients, visitors, and fellow employees to ensure a professional, responsible, and courteous working environment.
• Maintains work areas and equipment in conditions consistent with department standards; operates equipment and performs all activities in a safe manner.
• Performs other tasks as may be assigned by manager/supervisor.

Qualifications

• Prefer one or more years of general collection experience with a collection agency.
• Strong interpersonal and verbal communications skills.
• Strong negotiation skills; motivated and goal-oriented.
• Basic math and writing skills.
• Coachable: receptive to feedback, responsive to change, willing to learn, and embraces continuous improvement.
• Previous Skip Tracing experience is highly preferred.
• Ability to maintain a predictable and consistent full-time work schedule.

• EDUCATIONAL REQUIREMENTS:

• High School diploma (GED acceptable) or equivalent work experience.