Senior Consumer Care Representative

Job Details Location: 820 N. French Street Wilmington, DE 19801. Job type: Full‑time. Pay: $18.00 per hour plus $630 per month toward medical health insurance. Schedule: Monday to Friday. Job Summary The Senior CCR 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 Senior CCR makes routine collections and forwards more complicated accounts to the Collection Specialist or other staff for resolution. The Senior CCR 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 taxpayer. In this role the position follows detailed instructions and procedures to contact employers, health care professionals, corrections/prisons 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 Senior CCR may receive and submit to the client hearing requests from taxpayers. Job Duties and Responsibilities 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 Preparing consolidation paperwork Reviewing accounts and scheduling contact dates for follow‑up calls Senior Collection Functions Assist the management team as needed Provide support to collectors by checking email, processing payments, validating and running credit cards Security Information and physical security is the responsibility of every employee. Employees must safeguard computer systems by following proper username and password management, lock the session when not in use, and securely store sensitive paperwork. Employees must not share credentials and must report any security violation to management immediately. Qualifications Education: High school diploma or GED required. Experience: Collection experience preferred. Knowledge, Skills and Abilities Working knowledge of modern office procedures, methods, and computer equipment Excellent communication skills Principles and practices of customer service Establish a good working relationship with team members and internal contacts to maintain and improve overall service levels 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 May be required to undergo and pass applicable background checks Working Conditions The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to talk or hear, use hands or fingers, and occasionally lift or move up to 10 pounds. The employee must meet vision requirements consistent with the duties. The noise level in the work environment is usually moderate. Medical Benefits For a position at this level, Coast will pay $630 per month for medical coverage for the employee. Coverage begins on the first day of the month following 60 days of employment. Eligibility and participation are subject to the terms outlined in the relevant Summary Plan Description. Dental and Vision For a position at this level, Coast offers optional buy‑up plans for dental coverage. Coverage begins on the first day of the month following 60 days of employment. Paid Time Off Paid Holidays: 11 Federal holidays Sick Leave: At the start of employment, employees accrue one hour of paid sick leave for every 30 hours worked, with a maximum accrual. Employees may not use more than 40 hours of sick leave in any benefit year. Paid Vacation: Beginning on the one‑year anniversary of employment, 10 days of vacation will be awarded. Additional vacation is awarded on subsequent anniversaries with accruals increasing on five‑year incremental anniversaries. Retirement Currently offered through TransAmerica. Employees become eligible to participate in Coast’s 401(k) plan the first day of the quarter following successful completion of a 60‑day waiting period beginning with their start date. Eligibility and participation are governed by the Summary Plan Description. Coast will match up to 3% of contributions made after one year of employment. Term Life Insurance Coast provides company‑paid term life insurance with a $10,000 death benefit after a successful 90‑day introductory period. Additional Voluntary Benefits Health Savings Account (HSA): Available when enrolled in Bronze medical plan Accident insurance offered Employee life insurance (additional coverage available at employee cost) Spouse and child life insurance options offered Short and long term disability offered Employee assistance program (EAP) Employee referral bonuses Note: Plans, coverage options, and company contributions are subject to change during annual open enrollment Disclaimer This job description reflects management’s assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing in here restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship. Equal Opportunity Statement Coast Professional, Inc. is an Equal Opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin. #J-18808-Ljbffr Coast Professional, Inc.