Title: First Party Collections representative - Bilingual
Duration: 03 Months (Full time)
Shift: Mon – Fri (8am – 5 pm)
Location: New Orleans, LA
Pay Rate: $18 - $19 per hour on W2 without benefits
Important to know:
- We’re partial to candidates that have contact center experience along with a customer service or a collections background. Strong computer and Microsoft suite skills.
- Training/Nesting is 6 weeks completely in office Mon-Fri (8am-5pm) – Next class begins end of July
- Limited flexibility for absenteeism during Training/Nesting (No full day absences, candidates cannot be in training class with preplanned vacation /etc. that would require absence)
- An agent’s permanent schedule after the first 6 weeks is a hybrid schedule (10 days out of the month in office and the remaining days are worked from home)
- The contact center is open from 8am-8pm CST
- We’re currently hiring for the later permanent shifts (10am-7pm and 11am-8pm) Earlier shifts may be available later based on attrition, performance, and preference (no guaranteed timeline)
- Fully staffed collections production floor is 40 agents
- We provide all the necessary equipment to work in office and from home.
Description:
As a persuasive communicator, contact first party past due accounts across multiple communication vehicles. Utilize technology to update customer accounts, post payments, and research customer discrepancies. Upon software and product proficiency as well as consistent key performance indicator achievement, a blended office and work from home schedule may be offered. Service Corporation International provides onsite training.
Job Responsibilities:
- Applying assertive and persuasive communication skills, respond to inbound automated dialed first party past due accounts. Quickly build rapport with customers to converse about delinquent balances, understand payment issues, remove customer payment obstacles, and negotiate payment(s). Update customer contact information. Document conversation outcomes in database. Maintain accurate customer records.
- Accept payments through PCI compliant link. Verify and post payments according to procedures.
- Research payment issues to corroborate customer’s account issues. Initiate outbound calls to locations to discuss account discrepancies, receivables, or late postings.
- Converse with multiple customers via chat, email, and phone. Personalize standard communications and send to customer. Maintain accurate records.
- May utilize skip tracing practices to identify and locate delinquent or defunct account holders.
- Learning to apply knowledge and skills to the business environment. Works under guidance with work peer reviewed for accuracy, quality, and coaching. Completes routine work following established procedures and complying with regulations and policies; escalates non-routine issues for assistance. Exhibits accountability for behaviors. Ensures compliance with local, state, and federal regulations.
- Takes the initiative to discuss assignments, expectations, priorities, and deadlines as well as seek guidance and coaching from manager. Adjusts effectively to working with a variety of processes, requirements, and cultures.
Minimum Requirements and
Education & Experience:
- High School Diploma or GED
- Experience in a call center environment, accounts receivable account management, collections, inside sales, or customer retention
- Experience with software and maintaining databases preferred
Job Type: Contract
Pay: $18.00 - $19.00 per hour
Expected hours: 40 per week
Experience level:
Shift:
Weekly day range:
Work setting:
- Call center
- In-person
- Office
Language:
Work Location: In person