The Panther Group has an immediate need for a Collections Customer Service Agent for our client in the Portsmouth, NH area.
POSITION SUMMARY :
The Financial Services - Customer Service Agent (CSA) is responsible for collecting delinquent funds on high-balance accounts 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 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.
- Ability to maintain consistent and regular attendance in accordance with an established schedule.
- Ability to work onsite / in-office in accordance with department policies and procedures.
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.
EDUCATIONAL REQUIREMENTS :
- High School diploma (GED acceptable) or equivalent work experience.
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