Client: USAA
Position: Member Debt Rep
Location: Phoenix, AZ
Contract Length: Contract to Hire
Pay Rate: $20/hr
JOB DESCRIPTION:
- Responsible for understanding the members’ needs and delivering personalized solutions and education that will improve their overall financial security. In addition, this role protects the financial interests of USAA by communicating with members, non-members and/or external third parties to collect and resolve delinquent accounts. Accounts are handled and worked in accordance with operational standards.
- Excel, Word, Auto-dialer experience preferred
- Through 100% phone based interactions, responsible for understanding the members’ needs and delivering personalized solutions and education that will improve the member's overall financial security.
- Service both inbound and outbound phone calls across all USAA product lines through automated and manual outbound dialing in an attempt to collect payment and/or arrange for payments, utilizing effective telephone collection techniques and principles while meeting call service levels.
- Under close supervision, performs individual member needs assessment to quickly determine the member's reason for delinquency and provide customized solutions and advice to improve their financial security.
- With close supervision, negotiates mutually satisfactory payment arrangements within defined guidelines.
- Follows all applicable local, state, and national laws and regulations surrounding the collection industry and within USAA standards.
- Under close supervision, completes required account verification and account maintenance. Documents all pertinent customer contact information and updates collection attempts/call results into the appropriate database.
- Through 100% phone based interactions, responsible for understanding the members’ needs and delivering personalized solutions and education that will improve the member's overall financial security.
Service both inbound and outbound phone calls across all USAA product lines through automated and manual outbound dialing in an attempt to collect payment and/or arrange for payments, utilizing effective telephone collection techniques and principles while meeting call service levels.
