Position: Consumer Care Specialist - Debt Settlement/Negotiation
Discipline: Debt Collection Operations
Position Type: Non-exempt/Hourly
Pay Rate: $20/hr.
Location: Wilmington, DE, USA
Description:
Phillips & Cohen Associates, Ltd., the global leader in specialized consumer engagement services with operations in the United States, United Kingdom, Canada, Germany, Australia and New Zealand, seeks a Consumer Care Specialist to join our Debt-Settlement/DMC team. The incumbent will proactively manage large volumes of consumer credit account to maximize payment volume and secure timely payments from debt settlement companies working on consumers' behalf. This role requires a traditional debt-collection skill-set coupled with advanced administrative proficiency, including the updating, input, and processing of data residing within Excel spreadsheets.
Responsibilities:
Engage in outbound\inbound collection calls and email messages with debt settlement representatives to assess account position and negotiate favorable results for our clients.
Develop and foster a working relationship with debt settlement company representatives.
Establish agreeable payment arrangement, monitor progress, and ensure timely follow-up when necessary.
Monitor assigned accounts and applicable inventory to identify recovery opportunities and portfolio trends and provide regular recovery forecasts to management.
Find/identify efficiencies within the current workflows and assist in the logical implementation of the improvements.
Ensure all communications, including collection emails, letters, follow applicable regulation, client protocols, and internal policy and procedures.
Meet defined department goals and activity metrics; achieve minimum requirements on all key performance indicators, including quality assurance and compliance reviews.
Qualifications:
High School diploma or equivalent; AA or BA/BS preferred.
2+ years relevant experience with process workflows and or collections experience.
Advanced administrative/office skills - including business-professional writing/email & the ability to manually enter/maintain account level data.
Advanced Microsoft Excel skills- specifically, the ability to process & manipulate spreadsheets.
*Key attributes; Commitment; Compliance; Compassion; Innovation; Professional; Self-Starter; Team Player; Focused; FDCPA; Negotiation; Problem Solving; Time Management; Microsoft Office; Excel; Quality Assurance; Repayment plans; Emotional Intelligence; Teamwork; Collaboration; Consumer Support; Customer Service; Relationship Building; Forecasting
About Phillips & Cohen Associates, Ltd.
PCA provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, disability, marital status, sexual orientation, veteran status, genetic information and any other basis protected by federal, state or local laws and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of our jobs.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.