Assess accounts and ensure proper account documentation and status codes. Field incoming calls and transfer to the appropriate parties.
Answer incoming calls from clients and / or customers in a professional, polite, and courteous manner. Provide prompt resolution to routine and escalated customer inquiries by providing appropriate and accurate information.
Maintain diplomacy and tact when dealing with upset or escalated calls. Accurately document and update records in required systems.
Follow up in a timely manner to ensure contact satisfaction. Collaborate with Clients in response to pending transactions.
Collect credit card and check payments from Collection Teams to ensure all information is processed accurately. Address and provide resolution to escalated compliance issues.
Maintain current and up-to-date knowledge of collections systems, Federal, State, and local laws and regulations, collector duties, client codes, settlement policies, and the Company’s work standards and operating policies and procedures.
Provide guidance to less experienced Compliance Hotline Team members. Participate in Compliance Hotline department projects.
Provide feedback to management concerning possible problems or areas of improvement. Make recommendations to implement improved processes.
Perform other duties as assigned by management. Qualifications High School Diploma or equivalent relevant work experience desired.
2 years collections and / or auditing experience required. 3-4 years collections and / or auditing experience preferred.
Knowledge of the Company’s Collections System preferred. Ability to maintain the highest level of confidentiality. Excellent interpersonal, written, and oral communication skills.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to work in a team fostered environment.
Ability to work in a multi-tasked environment. Ability to prioritize and organize work.