First Party Collections - BilingualPacer Group • New Orleans, LA, United States
No longer accepting applications
First Party Collections - Bilingual
Pacer Group • New Orleans, LA, United States
30+ days ago
Job type
- Permanent
Job description
Job Title: First Party Collections - Bilingual
Location: Jefferson, LA 70121, USA
Experience: 1-2 Years
Questionnaire
Location: Jefferson, LA 70121, USA
Experience: 1-2 Years
Questionnaire
- What is your experience in the Customer Service and Collections Role, please describe it in detail?
- Please describe in detail how you would handle a difficult or uncooperative Customer?
- Describe a challenging customer you handled at your last position. How you were able to resolve their issue or concern?
- What interests you about working in collections, specifically in a first-party role?
- Give an example of how you measure your success in customer service and collections in your previous role?
- How do you use time management to be successful within a call center structure?
- What does multi-tasking mean to you? How would you use multi-tasking while on a call with a customer?
- Upon completion of the interview process, you will be required to work a structured schedule of 11:00a - 8:00p. How does working this structured schedule fit into your work-life balance?
- Have you had to attain any goals or maintain any metrics in a previous position? If so, what were the goals/metrics you used at previous job? Please provide details.
- How well do you receive constructive criticism?
- We're partial to candidates that have contact center experience along with customer service or a collections background. Strong computer and Microsoft suite skills.
- Training/Nesting is 6 weeks completely in office Mon-Fri (8am-5pm) - Next class begins in June
- Limited flexibility for absenteeism during Training/Nesting (No full day absences, candidates cannot be in training class with pre-planned vacation /etc. that would require absence)
- An agent's permanent schedule after the first 6 weeks is a hybrid schedule (10 days out of the month in office and the remaining days are worked from home)
- The contact center is open from 8am-8pm CST
- We're currently hiring for the later permanent shifts (10am-7pm and 11am-8pm). Earlier shifts may be available later based on attrition, performance, and preference (no guaranteed timeline)
- Fully staffed collections production floor is 40 agents
- We provide all of the necessary equipment to work in the office and from home.
- As a persuasive communicator, contact first party past due accounts across multiple communication vehicles.
- Utilize technology to update customer accounts, post payments, and research customer discrepancies.
- Upon software and product proficiency as well as consistent key performance indicator achievement, a blended office and work from home schedule may be offered.
- Applying assertive and persuasive communication skills, respond to inbound automated dialed first party past due accounts.
- Quickly build rapport with customers to converse about delinquent balances, understand payment issues, remove customer payment obstacles, and negotiate payment(s).
- Update customer contact information. Document conversation outcomes in database.
- Maintain accurate customer records.
- Accept payments through PCI compliant link.
- Verify and post payments according to procedures.
- Research payment issues to corroborate customer's account issues.
- Initiate outbound calls to locations to discuss account discrepancies, receivables, or late postings.
- Converse with multiple customers via chat, email, and phone.
- Personalize standard communications and send them to customers. Maintain accurate records.
- May utilize skip tracing practices to identify and locate delinquent or defunct account holders.
- Learning to apply knowledge and skills to the business environment.
- Works under guidance with work peer reviewed for accuracy, quality, and coaching.
- Completes routine work following established procedures and complying with regulations and policies; escalates non-routine issues for assistance.
- Exhibits accountability for behaviors.
- Ensures compliance with local, state, and federal regulations.
- Take the initiative to discuss assignments, expectations, priorities and deadlines as well as seek guidance and coaching from the manager.
- Adjust effectively to working with a variety of processes, requirements, and cultures.
- High School Diploma or GED
- Experience in a call center environment, accounts receivable account management, collections, inside sales, or customer retention
- Experience with software and maintaining databases preferred
- Technical ability to quickly learn and become proficient with proprietary software
- Multi-tasking skill set to manage multiple conversations via chat, email and voice channels
- Persuasive verbal communication, professional writing, and exceptional listening skills
- Cognitive ability includes reasoning, multi-tasking, comprehending ideas, learn quickly, learn from experience, and appropriately apply learning to new situations.
- Process and results oriented, motivated to keep projects moving ahead by identifying obstacles to management
- Must have a positive attitude, a drive to continually advance your understanding of the industry and business, and highly self-motivated
- Ability to build professional and trust business relations
- Proficient MS Office Outlook
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First Party Collections - Bilingual • New Orleans, LA, United States
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