SUMMARY OF POSITION

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

Qualifications

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.