The Customer Service Agent (CSA), General I engages with clients' customers to negotiate payment plans or resolve disputes related to outstanding debts.
KEY RESPONSIBILITIES
Maintain a professional, customer-friendly approach on every account.
Adhere to federal, state, and local debt collection laws; complete required training and certification.
Use provided scripts to handle inbound and outbound calls effectively.
Negotiate payment plans and settlements in line with client guidelines.
Identify and resolve disputes in a timely manner.
Update client records accurately and efficiently.
Communicate effectively with supervisors and managers, both verbally and in writing.
Follow directions from supervisors and adhere to company policies and procedures.
Interpret information regarding clients, consumers, and company policies, as well as legal guidelines.
Participate in problem-solving and decision-making activities as needed.
Operate computers and equipment requiring manual dexterity and hand/eye coordination (i.e., typing/keyboarding).
Demonstrate respect and professionalism toward clients, visitors, and coworkers to foster a positive work environment.
Collaborate with team members and other departments to meet department and company goals.
Maintain a clean and safe workspace, adhering to department standards.
Perform additional tasks as assigned by supervisors.
Maintain consistent attendance according to the set work schedule.
Ability to work onsite/in-office per company policies.
QUALIFICATIONS
Preferably 1+ years of customer service experience, especially in collections.
Strong interpersonal and verbal communication skills.
Moderate typing skills (35 WPM).
Basic proficiency in math and writing.
Bilingual/multilingual skills are a plus.
Successful completion of a company-sponsored two-week training program.
Must pass a background check for MN Debt Collector license.
Coachable, open to feedback, adaptable to change, and committed to continuous improvement.