Collections Customer Service Representative

JOB SUMMARY

Performs routine customer service collections phone support on a client program(s) at call center facility. Work is
performed under regular supervision.• Responds to requests and calls from customers related to client specific programs and products
• Identifies and responds to customer’s needs based on designated procedures of account/client
• Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients
• Escalates calls to supervisor when necessary and appropriate
• Responds to requests for assistance and/or possible processing of credit card authorizations
• Tracks call related information of each call received for auditing and reporting purposes
• Provides feedback reports on call issues related to downtime and/or training issues
• Escalates calls to supervisor when necessary and appropriate
• Maintains and updates customer information as necessary