POSITION SUMMARY
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.
EDUCATION REQUIREMENTS
- High school diploma or GED required.
