Customer Solutions Associate - job 3 of 5

Starting Pay Rate - $18/hr. plus opportunity for monthly incentive compensation.

Works with customers to assess customer needs to determine and implement individualized account resolution. Appropriately responds to customer service inquires in a manner that promotes a positive Company brand. Complies with all aspects of the Fair Debt Collection Practices Act (FDCPA), other regulatory requirements and company policies and procedures.

• Works with customer to create affordable plans
• Request’s debit or ACH information to secure plans
• Modifies plans as requested by customers
• Takes appropriate action if customer disputes the account(s)
• Listens for hardship cues in customer conversations and notes account appropriately
• Update’s customer account information including; telephone, mobile, address and email
• Requests required letters to be mailed or emailed as appropriate to customers to notify of transfer of account, encourage payment of delinquent account or confirm agreements to settle account
• Records information about financial status of the customer and status of collection efforts using automated collections software
• Obtains and reviews appropriate correspondence and documents, both paper and electronic that pertain to the account
• Establishes payment schedule, grants extensions of payment deadlines or temporary payment suspension
• Settles accounts within limits authorized or obtains necessary information for supervisor to review/approve the settlement
• Responsible for ensuring compliance with applicable laws, regulations, and company policies across areas of organizational responsibility
• Completes all required compliance or other training

• Provides signoffs/acknowledgements for payment plans established by peers when needed
• Provides developmental support in new hire onboarding through peer-to-peer mentoring and sharing best practices

• High School Diploma or equivalent
• 1+ years of recent, consecutive work history and/or employment preferred
• Familiarity with the Fair Debt Collection Practices Act (FDCPA), Fair Credit Reporting Act (FCRA) and all other federal and state laws and regulations related collections preferred
• Excellent verbal communication and customer service skills
• Ability to complete required company trainings

• Sedentary position with seldom to occasional lifting of less than 11 pounds; requires frequent lifting of less than 1 pound; and may require standing less than or equal to 1/3 of the day.