Call Center Representative - Debt Counselor Hybrid

Overview This is a hybrid work opportunity handling Student Loan collections. You must be able to work onsite in our Buffalo, New York Office three days per week. ConServe has provided accounts receivable management and collection services for 40 years, specializing in solutions for colleges and universities, guaranty agencies, private lenders, credit unions and government contracts. Our approach emphasizes helping people fulfill their obligations with dignity and control, a principle we call Fostering Financial Freedom. Why join us? Performance-based monthly bonus opportunity Award-winning benefits packages Flexible schedules Growth opportunities Repeatedly named one of the Best Places to Work in Collections Two-time recipient of the Better Business Bureau's Torch Award for Ethics O*NET : 43-3011.00, 13-2071.00, 43-4051.00, 41-3031.02 Position Summary Our Representatives use a consultative approach to manage and collect on delinquent accounts. The role focuses on helping consumers identify suitable resolutions while maintaining client satisfaction. We seek professional, customer-focused, detail-oriented individuals who can thrive in a fast-paced environment. Essential Duties & Responsibilities Obtain information from consumers to determine financial situations and possible solutions Provide solutions to enable administrative or voluntary resolution of obligations Gather proper documentation from consumers and maintain follow-up Meet daily, weekly and monthly goals set by management Maintain high daily productivity in a call center or remote environment (125-200 calls per day) Achieve monthly recovery targets Record maintenance to maximize contacts Skip-tracing to locate and contact consumers or businesses Adhere to PPMS, Code of Conduct, and Compliance Program Education Requirement High School Diploma or GED Associates or Bachelor's Degree preferred Skills/Requirements Ability to work 8-hour shifts over three days starting between 8:00 am and 9:30 am EST and ending between 5:00 pm CST and 6:30 pm EST; two evenings Noon EST - 9:00 pm EST (training may start daytime and one evening) Onsite three days per week with the remaining days remote Prior Student Loan collection experience preferred Willingness to occasional Saturday morning shifts (optional) Fluent in conversational English; strong reading and writing skills in English Strong verbal communication: listening, persuading, negotiating and resolving Intermediate computer skills to document calls and navigate software, databases, and the internet Strong organizational and time management skills Attention to detail; ability to work independently and collaboratively Motivation to learn; positive team orientation Discretion and confidentiality Ability to interact professionally with customers while maintaining safety Ability to obtain and maintain Government Security Clearance (process assistance provided on hire) Ability to obtain and maintain State Collections Licensure US Citizenship or Lawful Permanent Resident status with at least three years as a permanent resident No conflicts of interest with ConServe or its clients Physical Demands Occasionally lift and/or move up to 25 pounds Ability to sit or remain sedentary for the shift (8, 9, or 10 hours) Ability to talk and listen on a phone during the shift Ability to type on a computer during the shift Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. Mission Statement ConServe is dedicated to satisfying the needs of our clients in a manner that improves the human condition and fosters long-term relationships with clients, employees, suppliers, business partners and the community. Disclaimer: The above job description is provided as a guide and is not contractual. Duties may vary and are subject to review. Modifications will be made as needed. ConServe endeavors to make accessible to all users. For accessibility assistance or help completing the application process, contact our Recruiting Department at: View phone number on click.appcast.io, option 7 or by emailing View email address on click.appcast.io. Equal Employment Opportunity statements apply to all qualified applicants regardless of age, race, color, religion, national origin, sex, sexual orientation, gender identity/expression, disability, veteran status, or other legally protected status. ConServe is a Drug Free Workplace #J-18808-Ljbffr