UCFS Customer Service Representatives are responsible for taking calls and making calls to speak with our consumer customers to process payments, handle paid-off accounts, process payment changes, request payment from delinquent accounts and answer customer questions.REPRESENTATIVE I

• Process inbound/outbound calls on up-to-date, delinquent, closed or charged-off accounts
• Recognize scenarios that require questions be answered in compliance with the Fair Debt Collection Practices Act (FDCPA) and Telephone Consumer Protection Act (TCPA)
• Request UCFS collection letters (including attorney letters)
• Effectively use all options available to Customer Service representatives in UCFS internal systems
• Identify customer disputes and appropriately code disputes for the problem resolution queue
• Negotiate payment arrangements on accounts that become delinquent
• Schedule one time or recurring bank payments and credit/debit card payments
• Perform additional assignments as required to assist in achieving Team and Company goals.

REPRESENTATIVE II

• Cross trained to assist in other departments
• Point of reference for new employees during on-the-job training.

SKILLS AND ABILITIES

• Ability to negotiate payment plans with customers
• Ability to calculate figures and amounts as they relate to settlements on accounts
• Interpret instructions provided in writing, verbally or in a diagram
• Ability to multi-task in a busy, fast-paced, sometimes stressful and noisy environment with frequent interruptions
• Communicate effectively on the phone and in person for up to 8 hours per day
• Ability to work effectively with UCFS employees and customers
• Ability to read, write and perform mathematical calculations
• Good attention to detail
• Ability to understand and follow UCFS policies, procedures and guidelines.
• Proficiency with a computer, phone systems, standard office equipment, computer programs (Outlook and others) and savvy with Internet search engines.

MINIMUM QUALIFICATIONS

• High school diploma or equivalent required
• One year collections and/or call center experience a plus
• Knowledge of billing and collections procedures a plus
• Ability to work at least 1 weekend day per month is a plus.

UCFS employees work Monday - Friday in our office in Westlake, Ohio, and have the ability to work remote one day a week. Weekend employees work remote.