Client Services Representative – EBO

Role Overview

• Maintain/develop constructive and cooperative working relationships with clients over time.
• Confer with clients by telephone to provide or obtain information including updating account statuses, consumer contact information, or other additional information relating to the collection of debts.
• Strive to respond to client inquiries received within the same business day.
• Keep records of client interactions, recording details of inquiries, complaints, or comments, as well as actions taken within the system.
• Check to ensure that appropriate changes were made to resolve client concerns or inquiries.
• Promptly refer unresolved client inquiries to designated departments for further investigation/review.
• Promptly process itemized bill requests and utilize WebNow for obtaining/processing disputes, when applicable.
• Send notification to the client of final bill requests, balance/payment verifications, disputes, and instances of fraud and/or identity theft and follow up on responses received.
• Post direct payments.
• Access client websites when applicable to assist with consumer resolutions.
• Process monthly client statements providing payment details and invoice to clients and reconcile any disputes.
• Participate in audits, client visits, external client meetings, conference calls and summits, as necessary.
• Ensure all process and procedure documentation are kept current.
• Client Services must adhere to and be compliant with FDCPA, FCRA, FACTA, Regulation E, HIPAA, TCPA and other applicable federal, state, and local laws as well as company policies and procedures.
• Abide by all policies as outlined within Revco Solutions Employee Handbook.

Requirements

• Experience working in collections or a call center preferred.
• Ability to represent the organization to clients.
• Knowledge of principles and processes for providing customer services.
• Ability to multitask and work with various computer systems both internal and external.
• Demonstrated ability to communicate well.
• Demonstrated ability to be a team player and work well with peers, superiors, and subordinates.
• Ability to resolve conflicts and negotiate.
• Demonstrated ability to adapt to changes with ease.

Benefits

• Medical, Dental, Vision, Life and Disability coverage
• 401(k) Savings Plan with company match
• Paid Time Off (PTO)
• Paid Holidays
• Paid Training
• Referral Incentive Program