Customer Solutions Professional - Consumer Collections Agent

Summary

The Customer Solutions Professional (CSP) plays a pivotal role in the consumer collections department and is responsible for driving revenue and meeting monthly collection goals by contacting consumers, discussing their account status, and negotiating optimal payment arrangements on behalf of our clients. The CSP will manage a portfolio of charged-off, delinquent consumer accounts referred by clients. 

Essential Functions

• Monitor assigned queues and follow up accordingly with customers, investors & attorneys.
• Deliver an exceptional customer experience through empathetic and solution-oriented interactions.
• Review ongoing workout plans with customers, evaluate their needs & issues and counsel them appropriately.
• Analyze credit reports, loan histories, personal records & assets and make recommendations to managers.
• Ensure compliance with federal, state & local regulations pertaining to collections and bankruptcy practices.
• Document customer interactions thoroughly and accurately within RTR’s collections system. 

Qualifications and Skills

• Bachelor’s degree in relevant field or equivalent related work experience is required.
• Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Prior experience in collections a plus.
• Proven track record as a top performer.
• Strong negotiation and persuasive selling skills required.
• Goal-oriented with a drive to achieve results.
• Self-motivated with strong attention to details.
• Ability to multi-task and produce high quality work in a fast-paced environment.
• Articulate and professional in all communications. 

Work Environment

This job operates in a hybrid setting, splitting time between professional office environment and remote home office set up. In both scenarios, this role routinely uses standard office equipment, including electronic keyboard, mouse, and telephone. 

• Office Call Center: When in the office, the environment is a typical call center within a professional office setting. This includes working alongside other team members in a structured setting, which may involve background noise and the necessity for cooperative and coordinated team interactions.
• Remote Home Office: When working remotely, the employee is expected to maintain a dedicated and quiet workspace free from distractions, mirroring the professional standards of the call center environment. Employees must ensure a reliable internet connection and the capability to securely access company systems.

Both environments require the ability to maintain high productivity and consistent communication standards. The company may provide specific guidelines on the home office setup to ensure compliance with security and performance requirements. 

Physical Demands

The physical demands listed here are representative of those that must be met by an employee to successfully perform the essential functions of this role. This position is primarily office based and extensively involves telecommunications.

• Voice Clarity and Communication: Regular use of a clear, articulate, and professional speaking voice essential for effective customer communication. This role requires continuous verbal interactions, making the ability to speak clearly and intelligibly a fundamental job requirement.
• Prolonged Sedentary Work: Employees will typically spend extended periods seated, engaging in telephone conversations and computer work. Comfort with prolonged sitting and screen use is necessary.
• Repetitive Hand and Wrist Motions: Frequent use of hands and wrists for typing and navigating computer systems is required.
• Occasional Lifting: Employees might need to lift and handle office supplies up to 20 pounds occasionally.

These requirements are considered essential for the performance of this job’s duties. In cases of medical limitations affecting these abilities, the necessity of performing these essential functions will be a consideration in evaluating reasonable accommodations and determining the appropriateness of medical certification for return to work.

Position Type/Expected Hours of Work

This is a full-time position; extended work hours and/or overtime may be required as dictated and/or approved by management and business needs.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.