Call Center Rep - Quality Service Associate

ConServe Quality Service Associate

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?

• Award-winning benefits packages
• Monthly bonus opportunity
• 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:

Our Quality Service Associates manage and collect delinquent accounts. Our consultative approach helps identify the most suitable way to resolve a balance in the best interest of all parties. Due to the competitive nature of these contracts, it is imperative ConServe locates experienced, professional individuals who are customer-focused, enthusiastic, detail-oriented, and able to work in a fast-paced environment or remote work environment.

Essential Duties & Responsibilities:

• Obtain information from consumers in order to determine current financial situation and determine solutions
• Provide solutions to consumers to enable them to resolve their obligation administratively or voluntarily
• Gather proper documentation from consumers and maintain appropriate follow-up
• Meet daily, weekly, and monthly goals as set by management at ConServe
• Daily Productivity – Work a specified number of accounts/cases daily and maintain an acceptable volume of phone calls as assigned to the position by Management.
• Achieve a high level of customer satisfaction which is measured by compliments and a customer satisfaction survey provided to each consumer at the end of their call.
• Record Maintenance – proper management & updating of system to maximize contacts
• Skip-Tracing – to assist in locating & contacting consumers and businesses
• Adherence to ConServe's Blueprint Quality Management System, Code of Conduct, and Compliance Program

Non-Essential Duties & Responsibilities:

• Other duties as assigned

Education Requirement:

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

Skills/ Requirements:

• The ability to work an 8 hour shift, Monday through Friday between the hours of 8:00 am EST and 9:00 pm EST.
• Fluent in conversational English and ability 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
• Ability to obtain and maintain State Collections Licensure
• U.S. Citizenship or lawful permanent resident alien with three or more years as a permanent resident in the United States
• No conflicts of interest with ConServe or our clients

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job except for periodic breaks pursuant to applicable law.

• 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.