Provide a continuation of professional telephone customer service and/or basic new hire orientation training using a variety of training delivery methods.
Provide continued compliance training as it relates to first party CSR collections.
Coach and monitor new collection agents (ongoing side by side training, observation, modeling, and feedback)
Negotiate payment terms and methods (as per client SOW), when right party is reached. The process often requires reviewing the account information in the client database, and asking probing questions of the consumer in order to better understand potential objections to payment.
Adheres to all clients statement of work.
Represents company with professional and ethical work standards consistent with the mission and management policy of the company
Handles complaint calls for the first party department
Provides clear and precise answers to agent questions
Speaks with the clients customers in a pleasant, professional and efficient manner
Accurately annotates the discussion utilizing the particular format required within note fields, Ecodes, etc, within the client system and dialer codes.
Communicates any problem issues to the manager on an ongoing basis
Conduct frequent telephone monitoring and side-by-side with agents (QAs).
Communicates performance measurements to team
Provides a positive work atmosphere for the team and the department.
Consistently achieve assigned team and department goals
Provides clear leadership within the department to meet and or exceed goals.
Utilize skill set to address each account with importance.
Provide adequate floor coverage to all teams as needed.
Reduce attrition rate by providing a positive work environment and appropriate training
Performs other duties as assigned
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
The requirements listed below are representative of the knowledge, skill, and/or ability required to perform the job successfully.
- Location: Carrollton, TX
- Compensation: $12/hour
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- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.