The Customer Service Representative for the Advanced Customer Service (ACS) Department provides superior effective customer service to customers. The ACS agent has the responsibility of working with past due customers, managing the collection of payments on short term loans. Minimizes past due loan collections for department through contact activities. The position reports to the Advance Customer Service Team Lead with no direct reports. The individual has access to critical, and potentially sensitive, corporate systems and company & customer information. The ACS agent position requires a solid understanding of integrity and demonstrates ethical behavior.
Essential Roles/Responsibilities
· Assists in the overall ACS process in the call center
· Provides superior customer service and follow established procedures in order to fulfill customer needs and ensure customer satisfaction
· Ensures monthly monetary collection goals are achieved
· Ensures compliance with all applicable laws governing collections and demonstrates basic knowledge of lending services and practices
· Addresses and resolves customer complaints prior to escalating to Team Lead and/or management
· Negotiates resolutions on delinquent accounts
· Obtains necessary information to process past due funds
· Handles high volume of Inbound/Outbound customer service calls for Collections
· Other duties as assigned
Education Requirements
· Required: High School Diploma or GED
· Preferred: Some college
Qualifications
Required: Experience with the following computer software: Microsoft Word, Excel, PowerPoint
Preferred: 2 years of collections experience and/or customer service and/or loan processing experience; experience with outlook exchange, the Internet, loan processing systems, Tran, LiveVox, Veritrac, and Ideology.
Knowledge, skills and abilities:
- Integrity –The ability to exercise good business ethics and honesty
- Excellent sales and customer service skills.
- Excellent verbal and written communication skills
- High ability to multi-task
- Ability use multiple computer programs at same time
- High ability to retain information
- Phone Etiquette- always demonstrates excellent phone etiquette and a pleasant phone demeanor
- Product Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position
- Critical Thinking/Problem Solving - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
Behavioral Attributes
· Dependable and reliable
· Motivated by goals
· Teachable/coachable, able to accept feedback/criticism
· Attentive
· Independent
Physical Demands
While performing the duties of the job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to move; manipulate, handle, or feel objects, tools, or controls; and reach objects or devices. Must be able to occasionally lift up to 5 lbs. Must be able to work with a moderate noise level office atmosphere.
Work Environment
The position is required to physically work at the MHA Systems offices in Bismarck, North Dakota Monday - Friday, 8 am - 4:30 pm.
Job Type: Full-time
Pay: $21.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Referral program
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Ability to Commute:
- Bismarck, ND 58503 (Required)
Ability to Relocate:
- Bismarck, ND 58503: Relocate before starting work (Required)
Work Location: In person