Call Center Agent - Portnoff

PORTNOFF LAW ASSOCIATES, LTD.

Position: Call Center Agent
Department: Operations - Legal
FLSA Status: Non-Exempt
Worksite status: Remote (After Successful Completion of 100% On-site Training)

Established in 1989, Portnoff Law Associates, Ltd. is a law firm that limits its practice to the collection of unpaid real estate taxes and municipal utility fees. PLA now represents more than 200 municipal clients throughout Pennsylvania, with offices in King of Prussia, Allentown, and Aliquippa.

PLA is on the lookout for dynamic candidates who are fueled by a passion for excellence and excel in both verbal and written communication. Joining the PLA family means becoming part of a vibrant team dedicated to serving municipal clients with distinction. The warm and welcoming work environment at PLA has fostered lasting relationships, with many employees celebrating over a decade of success and advancement into leadership roles. PLA provides a supportive work-life balance atmosphere.

The primary location for PLA employment is our corporate King of Prussia main office with safe and free parking. The location is conveniently situated near Routes 76 and 202 with easy access to public transportation. But wait, there's more! PLA offers competitive employment packages complete with benefits that even include free access to our fitness facility. Get ready to embark on a rewarding journey with PLA!


Role Summary:
The Call Center Agent is the primary point of contact for property owners in connection with the collection of delinquent municipal taxes and fees. The Call Center Agent responds to inbound telephone calls and voicemail messages, provides callers with details concerning unpaid claim(s), negotiates payment terms and screens callers for hardship consideration. 

Essential Duties and Responsibilities

• Maintain an ongoing understanding of, and consistently comply with, the rules and regulations associated with the Fair Debt Collections Practices Act (FDCPA), the Municipal Claims and Tax Liens Act (MCTLA) and PLA processes and procedures.
• Respond to a high volume of inbound telephone calls and/or website inquiries pursuant to PLA operating procedures and directives. 
• Return voicemail messages to property owners in accordance with PLA operating procedures and directives.
• Evaluate file status and respond quickly and appropriately to call inquiry.
• Effectively negotiate payment arrangements consistent with client and PLA parameters. Accurately calculate payment amounts and record instructions for payment allocation. Create payment plan modules and diary/rediary file(s) with the appropriate action plan code(s). 
• Screen callers and evaluate eligibility for hardship consideration. Prepare applications as directed or as needed.
• Document accurate and comprehensive call summaries and diary/rediary file(s) with appropriate action plan code(s). 
• Communicate with legal staff, Account Managers and/or other departments as needed. 
• De-escalate dissatisfied callers. Resolve complaints. Redirect callers to the appropriate individual when needed.
• Satisfy established key performance indicators (KPI). 
• Attendance in the office as scheduled or when needed. 
• Other duties as assigned.

Qualifications:

• Confident and clear telephone speaking voice.
• Effective verbal expression combined with excellent active listening skills.
• Demonstrated skills of poise, empathy, diplomacy, and tact.
• Ability to work with and synthesize information from multiple sources.
• Capable of rapidly analyzing and delivering concise, accurate summaries of discussions.
• Skilled in building relationships and working effectively with individuals at all levels, both within and outside the organization.
• MS Office Proficiency
• Dependable, with strong work ethic and personal integrity
• One-three years of experience successfully managing collection claims subject to the FDCPA and the FCEUA

Education and/or Experience

• High School Diploma or equivalency.
• One-three years’ experience successfully managing collection claims subject to the FDCPA and the FCEUA. 

Physical Demands/Work Environment

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is regularly required to stand; walk and use hands and arms to operate general office equipment (PC, telephone, file cabinets, copier, postage meter, fax machine, and printer). The employee may occasionally lift and/or move up to ten pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Powered by JazzHR