Customer Care Representative

Customer Care Representative

Location: Chicago

Salary Range: $20.00

Responsibilities

• Offering taxpayers appropriate solutions for tax liability, tax rebates, and tax filings based on the caller's individual financial circumstances and filing status
• Creating alternative payment plans for taxpayers if they cannot pay the outstanding balance in full
• Processing payments via phone (if applicable)
• Handling up to 100 inbound and outbound calls daily (subject to change)
• Following up with taxpayers (if applicable)
• Documenting all collection activities on all required systems
• Recommending what further action should be taken for taxpayers who default on their payment plans
• Escalating queries and concerns to leadership and Tier II support
• Treating each taxpayer with respect and professionalism
• Upholding the qualities and core values that the State of Virginia have set forth

Requirements

• 1 2 years of 1st party collections experience preferred
• Exemplary customer services skills with a minimum of 2 years in a contact center or customer service position
• Trained in FDCPA
• Utilize good problem-solving skills
• Able to maintain composure on difficult calls and recognize the need to escalate the call to a supervisor immediately
• Understand the importance of attention to detail
• Must possess high quality customer service skills
• Must have a professional and ethical communication style
• Must be personally motivated and goal-driven
• Able to work in a fast-paced environment
• Must have intermediate computer skills and knowledge
• Ability to toggle between multiple computer systems and screens while speaking with customers
• Experience with CUBS (Columbia Ultimate Business Systems) collection system is a plus!
• Professional bilingual skills preferred (fluent in English and 1 other language)