Customer Service Representative-Financial Service
Representative is responsible for reducing interrupted service, write-offs, collection agency and credit bureau reporting of flagged accounts. Manage and process accounts in 31-120 days past due status. Research accounts, negotiate terms and help resolve billing disputes preventing payment on the account. May contact customers manually or via the auto dialer to resolve non-payment issues & negotiate payment arrangements. Access and update customer accounts through computer based billing system. Identify billing/service issues that may be delaying payments, research accounts to resolve customer financial disputes, reviewing bills and explaining fees and charges for service. Determine when service suspensions and/or disconnects are appropriate and initiate accordingly. Gains and maintains product/service knowledge, working knowledge of telephony technology and industry updates.Good telephone and communication skills (verbal and listening), with effective interpersonal skills to interface with internal and end-user customers. The ability to manage multiple priorities in a fast paced environment is essential. Proficiency in Microsoft Office, Word and Excel. Must be able to work flexible hours on a rotating schedule including evenings and weekends.Demonstrated customer interface with good negotiating skills. Exhibits competent multi-tasking skills and takes initiative in diffusing challenging customer contacts. Ability to make sound decisions and use proper discretion in handling customer issues within company guidelines. Must be able to work in a team environment and adhere to company guidelines and practices. Experience in Customer Service, Credit or Collections, with a familiarity with consumer and commercial credit bureau reports, credit scoring, the Equal Credit Opportunity Act and Fair Credit Reporting Act a plus. Working knowledge of collection practices including bankruptcies. Bilingual (English/Spanish) skills a plus. Previous experience in multi-line telephone communication skills in collections environment strongly preferred. Bilingual a plus. High school diploma or equivalent Experience: 2 years total experience, 18 months experience in a call center environment.
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