Call Center Representative - Debt Counselor

ConServe Representative

For 40 years, ConServe has been a leading provider of accounts receivable management and collection services specializing in customized solutions for colleges and universities, guaranty agencies, private lenders, credit unions and government contracts.

We are based on the simple principle that helping people fulfill their obligations, in ways that preserve their dignity, enhances self-confidence and empowers them with a sense of control. At ConServe, we call it Fostering Financial Freedom. We take great pride in being a team of the right people, doing the right thing, at the right time, the right way.

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

Position Summary:

Join a remote team that's committed to making a positive impact. As a Representative at ConServe, you'll use a consultive, solution-focused approach to help consumers successfully resolve their accounts. You'll listen, solve problems, and guide individuals towards a realistic solution that works in everyone's best interest.

We're looking for motivated, professional, customer-focused individuals who thrive in a fast-paced environment and enjoy helping others regain financial freedom. If you're driven, positive and excited to be part of a supportive, goal-oriented team, ConServe is the place to build your career.

Essential Duties & Responsibilities:

• Support Consumers: Gather information to understand each consumer's financial situation and recommend the best path to resolution.
• Provide Tailored Solutions: Work collaboratively with consumers to help them resolve their obligations both administratively and voluntarily.
• Performance Goals: Meet daily, weekly and monthly goals as set by ConServe leadership.
• Stay Productive: Representative will split time between manual and automated dialer solutions in a fast-paced remote call center.
• Drive Results: Meet ConServe's targeted monthly recovery goals through effective communication and problem solving.
• Maintain Accurate Records: Update consumer information in systems to ensure accuracy and maximize future contact success.
• Conduct Skip Tracing: Locate and connect with consumers or businesses as needed
• Follow Established Standards: Adhere to ConServe's Professional Practices Management System (PPMS), Code of Conduct, and Compliance Program
• Manage Documentation: Collect and organize the necessary documentation while maintaining consistent and timely follow-up.

Education Requirement:

• High School Diploma or GED
• Associates or Bachelor's Degree preferred

Skills/ Requirements:

• The ability to work 8 hour shifts consisting of three (3) days starting between 8:00 am EST and 9:30am EST and ending between 5:00 pm CST and 6:30 pm EST (start and end time are flexible but the shift must be 8 hours) and two (2) evenings Noon EST - 9:00 pm EST. The training time is currently limited to days and one evening.
• Willingness to work an occasional Saturday morning shift (optional)
• Fluent in conversational English and abiity to proficiently read and write English
• Strong verbal communication skills with the ability to listen, persuade, negotiate and obtain resolution
• Intermediate Computer skills to document calls and navigate software packages, databases and the internet.
• Strong organizational and time management skills
• Attention to detail
• Ability to act independently to resolve problems
• Motivation to learn
• Ability to work in a positive, collaborative manner with coworkers
• Ability and history of maintaining confidentiality and high level of trustworthiness.
• Ability and history of interacting well with team members and customers in a professional manner while maintaining a safe work environment.
• Ability to obtain and maintain Government Security Clearance (Please be advised that upon hire, you may go through a State and/or Federal Clearance process. Our team will be available to assist you as you move through this process).
• Ability to obtain and maintain State Collections Licensure
• Legally eligible to work in the United States
• No conflicts of interest with ConServe or our Clients.

Physical Demands:

• Occasionally lift and/or move up to 25 pounds.
• Ability to sit or remain sedentary for your entire work shift (8, 9, or 10 hour shift)
• Ability to talk and listen on a phone for your entire work shift (8, 9, or 10 hour shift)
• Ability to type on a computer for your entire work shift (8, 9, or 10 hour shift)

Reasonable accommodations may be made to the extent required under applicable law 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 consistent with improving the human condition, and that will foster the development of long term mutually beneficial relationships with our Clients, our Employees, our Suppliers and Business Partners and the Community as a whole.

Disclaimer: The above job description is not a contractual or binding document; it is provided as a guide to the types of duties required to be undertaken. Duties may vary from time to time and this description is subject to review. Modifications will be made as needed to support changes in the business climate and requirements.

Qualified applicants will receive consideration for employment regardless of age, race, color, religion, national origin, sex, sexual orientation, gender, gender identity/expression, genetic disposition, genetic markers/carrier status, disability, creed, veteran status, military status, status as a victim of domestic violence, marital status, familial status, pregnancy, childbirth and related medical conditions, and disability, conviction (limited) or other legally protected status.

ConServe is a Drug Free Workplace