Customer Service Representative I - Now Hiring

SUMMARY

The Customer Service Representative serves as the first point of contact for customers with overdue accounts. This role blends customer service excellence with debt recovery responsibilities, ensuring positive customer experiences while meeting collection targets.

ESSENTIAL DUTIES & RESPONSIBILITIES

REPRESENTATIVE LEVEL 1

• Manage inbound calls from customers regarding account status, payments, and disputes.
• Provide accurate information about balances, due dates, and payment options.
• Identify delinquent accounts and initiate appropriate collection actions.
• Document all customer interactions in CRM systems.
• Schedule one-time or recurring payments via EFT or credit/debit cards.
• Resolve customer complaints with empathy and professionalism.
• Recognize specific scenarios to require specific collection questions answered in compliance with the FTCPA.
• Properly request all UCFS collection letters (including Attorney letters).
• Effectively follow all the current KPI’s to ensure calls are answered in a timely manner.
• Work together as a team to achieve departmental goals.
• Use the approved third-party companies to accept payments and other customer service – collection duties!
• Appropriately request RPC and Accurint reports.
• Effectively use all options available on the Collection and Inquiries system menus.
• Review voicemails and return calls to the customers within 24 hours or the next business day. 
• Set up future promise to pay for delinquent accounts. 
• Properly process specific customer requests through the flag for review reports.

• Perform additional assignments as required to assist in achieving Team and Company goals.

  SKILLS & ABILITIES

• Ability to negotiate to work out payment arrangements on accounts that are delinquent on their first payment.
• Ability to calculate figures and amounts as the relate to settlements on accounts.
• The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• The ability to multi-task in a busy, fast-paced, sometimes stressful, and noisy environment with frequent interruptions.
• Ability to communicate effectively on the phone and in person for up to 8 hours per day.
• Ability to work effectively with UCFS employees and customers.
• Ability to read, write and perform mathematical calculations.
• Ability to address detail.
• Ability to understand and follow UCFS policies, procedures, and guidelines.

• Proficiency with a computer, standard office equipment and computer programs, including but not limited to Microsoft Suite (Outlook, Excel, Word, PowerPoint), Internet/search engine savvy.

  KEY PERFORMANCE INDICATORS 

• Average call handling
• Average talk time
• Average wrap time
• Q/A Scores
• Collection numbers
• Contacts Per Hour 

Required qualifications:

• Legally authorized to work in the United States

Preferred qualifications:

• 21+ years or older
• Comfortable handling customer complaints