Customer Care Representative

RESPONSIBILITIES

• Offering tax payers appropriate solutions for tax liability, tax rebates and tax filings based on the caller’s individual financial circumstances and filing status
• Create alternative payment plans for the taxpayers if they cannot pay the outstanding balance in full
• Process payments via phone (if applicable)
• Handling up to 100 inbound and outbound calls daily (subject to change)
• Follow up with taxpayers (if applicable)
• Document all collection activities on all required systems
• Recommend what further action should be taken for taxpayers who default on their payment plans
• Escalating queries and concerns to leadership and Tier II support
• Treat each taxpayer with respect and professionalism
• Uphold the qualities and core values that the State of Virginia have set forth

REQUIREMENTS

• 1 – 2 years of 1st party collections experience preferred
• Exemplary customer services skills with a minimum of 2 years in a contact center or customer service position
• Trained in FDCPA
• Utilize good problem-solving skills
• Able to maintain composure on difficult calls and recognize the need to escalate the call to a supervisor immediately
• Understand the importance of attention to detail
• Must possess high quality customer service skills
• Must have a professional and ethical communication style
• Must be personally motivated and goal-driven
• Able to work in a fast-paced environment
• Must have intermediate computer skills and knowledge
• Ability to toggle between multiple computer systems and screens while speaking with customers.
• Experience with CUBS (Columbia Ultimate Business Systems) collection system is a plus!
• Professional bilingual skills preferred (Fluent in English and 1 other language)