Consumer Care Representative

Consumer Care Representative

The Consumer Care Representative works under close supervision and follows specific procedures and detailed instructions to make initial contact with taxpayers, to inform them of delinquencies in their accounts and to advise them of the existence of several specific repayment and resolution options. The Consumer Care Representative makes routine collections and forwards more complicated accounts to the Manager or other staff for resolution. The Consumer Care Representative may perform entry-level information gathering and verification for certain accounts when more senior employees, managers or the client have either recommended an account for Administrative Wage Garnishment/Litigation or have determined that the full balance cannot be collected due to bankruptcy, incarceration, medical disability, or death on the part of the taxpayers. In this role the position follows detailed instructions and procedures to contact employers, health care professionals, corrections/prison officials, state and county records departments, taxpayers, and/or other third parties by telephone and/or in writing to request, gather, and file necessary account information. Under close supervision and using the specific scripts and procedures, the position may conduct follow-up communications with the taxpayers and employers regarding wage garnishment or repayment. The Consumer Care Representative may receive and submit to the client hearing requests from taxpayers.

Job duties and responsibilities include skip-tracing taxpayers to locate current residence and employment information, handling incoming and outgoing collection calls, negotiating balance in full payments, payment arrangements or legal referrals, reviewing accounts and schedule contact dates for follow-up calls, reading and following scripts verbatim, following Federal/State laws and company policies, documenting interactions with taxpayers, and additional duties as assigned based on the line of business.

Qualifications include a high school diploma or GED required, collection experience preferred, reading and typing, working knowledge of modern office procedures, methods, and computer equipment, excellent communication skills, principles and practices of customer service, good organizational skills and attention to detail, ability to comply with rules, regulations, laws and methods related to debt collection, work independently in the absence of immediate supervision, ability to handle and resolve recurring problems, successfully complete and pass the FDCPA test, successfully be approved to work on the contract, per the client's requirements, state licensing and background check procedure, U.S. citizenship and security clearance granting access to classified information, eligibility to be licensed as a collector in certain states, and safeguarding the computer systems by following proper username and password management.