Contact Us, Collections Representative

Description

Job Title:

Contact Us Collections Representative

Job Summary:

The Contact Us representative works directly with consumers, attorneys and authorized parties via our Contact Us website via email. The representative is accountable for accessing and acting upon e-mails sent to the firm via its “Contact Us” and related e‑mail in‑boxes, with the goal of responding to or forwarding the emails with instruction within pre‑determined turnaround times depending on the type of email. The associate will also be assigned approved agreements and letters (written correspondence) created internally to be sent via email/fax to consumers or authorized third parties. The representative will use both template and ad hoc email forms for all communications.

Primary responsibilities and duties:

• Daily monitoring of the internal communications via Outlook:
  • Contact Us email inbox and subfolders
  • Power of Attorney (POA) email inbox
  • Pleadings email inbox
• Daily maintaining of the Contact Us stoplight and the files forwarded to the Contact Us team through internal coding and client requirements.
• Accurately respond to consumer/attorney/ATP e‑mails in a timely fashion.
• Proactive collections efforts through email communication with consumer, attorneys or ATP’s.
• Accurately document the firm’s system of record (CLS).
• Provide sent and received emails to designated firm staff as required.
• Requires the ability to exercise discretion and independent judgment.
• Ability to resolve files and maximize collection opportunities.

Minimal Job Qualifications and Requirements:

• Collection Master (CLS) experience is a plus.
• Collections experience is a plus.
• Detail orientated communication and documentation skills.
• Ability to work independently and show ownership of the position and its requirements.
• Organized with the ability to multi task and time management.
• Detail orientated with the ability to understand multiple systems.
• Expert knowledge of all applicable Federal and State collection laws.
• Ability to accurately type 40 words per minute.
• Strong written and oral communication skills is a must.
• Above average spelling and grammar.
• Must be able to read and understand written communications from consumers and attorneys.
• Demonstrated ability to think independently and use good judgment.
• Fundamental knowledge of Microsoft Office Products.
• Analytical problem‑solving skills.
• Understand company and client policies and procedures to ensure files are documented properly.
• Good critical thinking skills and exercise sound judgment.
• Team player with the ability to be flexible and handle what is provided to them that day.

Education/Experience:

• High School diploma
• Above average computer skills.
• College is a plus.
• Must have three years or more experience in the following: call center quality assurance or operations, collections, customer service, banking or business related fields.

Benefits:

• Blitt and Gaines, P.C. offers PTO, Paid Holidays, Medical Benefits, Competitive Salary and 401(k) and profit sharing plans! Benefits include - Medical, Dental, Vision, Life Insurance and Short Term Disability.