Consumer Care Representative (Collections Specialist/Customer Service)
Coast Professional - Lathrop, CA
posted 6 months ago
About the position
The Consumer Care Representative (Collections Specialist/Customer Service) at Coast Professional, Inc. is a full-time position that primarily involves making initial contact with debtors to inform them of delinquencies in their accounts and advising them of various repayment and resolution options. This role requires close supervision and adherence to specific procedures and detailed instructions. The representative will handle routine collections and escalate more complicated accounts to the Manager or other staff for resolution. Additionally, the representative may perform entry-level information gathering and verification for certain accounts, particularly when senior employees or clients have recommended an account for Administrative Wage Garnishment or have determined that the full balance cannot be collected due to circumstances such as bankruptcy or medical disability. In this position, the representative will be responsible for contacting employers, healthcare professionals, corrections officials, and other third parties to gather necessary account information. They will follow specific scripts and procedures to conduct follow-up communications regarding wage garnishment or rehabilitation programs. The role also includes receiving and submitting hearing requests from debtors to the client. The representative must ensure compliance with Federal and State laws as well as company policies while documenting all interactions with debtors. The work environment is primarily remote, requiring the employee to live within a 50-mile radius of the Lathrop, CA office. The position offers a starting pay of $17.20 per hour, with additional health and welfare compensation, and potential for monthly bonuses. The schedule is Monday to Friday, and the role includes a variety of responsibilities that contribute to the overall success of the collections process.
Responsibilities
- Make initial contact with debtors to inform them of delinquencies in their accounts.
- Advise debtors of repayment and resolution options.
- Handle routine collections and forward complicated accounts to the Manager or other staff.
- Perform entry-level information gathering and verification for certain accounts.
- Contact employers, healthcare professionals, and other third parties to gather necessary account information.
- Conduct follow-up communications with debtors and employers regarding wage garnishment or rehabilitation programs.
- Receive and submit hearing requests from debtors to the client.
- Skip-trace debtors to locate current residence and employment information.
- Handle incoming and outgoing collection calls.
- Negotiate balance in full payments, payment arrangements, or legal referrals.
- Review accounts and schedule contact dates for follow-up calls.
- Read and follow scripts verbatim.
- Document interactions with debtors.
Requirements
- High school diploma or GED required.
- 1 year of collection experience required.
- Excellent communication skills.
- Working knowledge of modern office procedures, methods, and computer equipment.
- Good organizational skills and attention to detail.
- Ability to comply with rules, regulations, laws, and methods related to debt collection.
- Ability to work independently in the absence of immediate supervision.
- Ability to handle and resolve recurring problems.
- Successfully complete and pass the FDCPA test.
- Eligibility to be licensed as a collector in certain states.
Nice-to-haves
- Experience in customer service roles.
- Familiarity with bankruptcy processes.
- Strong typing skills.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- 401(k)
- 401(k) matching
- Paid time off
- Paid sick time
- Flexible schedule
- Employee assistance program
- Paid training
- Referral program
- AD&D insurance
