Customer Service Agent - The Panther Group

The Panther Group has an immediate need for a Collections Customer Service Agent for our client in the Portsmouth, NH area.  

POSITION SUMMARY:
The Customer Service Agent (CSA), interacts with our clients’ customers in an effort to negotiate the best possible payment arrangements and/or identify and resolve disputes relative to the obligation due.

ESSENTIAL FUNCTIONS:

• Utilizes a Manual Call Launcher (MCL) to initiate and handle outgoing calls.
• Maintains a professional and customer-friendly manner with each account.
• Maintains knowledge and compliance with all applicable federal and state laws (e.g. FDCPA, UDAAP).
• Handles outgoing calls professionally and knowledgeably, following the appropriate scripts when necessary; occasionally fields inbound calls with the same professionalism.
• Negotiates payment plans and settlements with our clients’ customers based upon client-specific parameters.
• Identifies disputes promptly and ensures proper resolution.
• Participates in various problem-solving and decision-making activities, as required.
• Demonstrates respect and regard for all clients, visitors, and fellow employees to ensure a professional, responsible, and courteous working environment.
• Promotes effective working relationships with their team and other departments to help achieve department/company goals and objectives.
• Maintains work areas and equipment in conditions as required by department standards; operates assigned equipment and performs all activities in a safe manner.
• Performs other tasks as may be assigned by manager/supervisor.
• Ability to maintain a consistent and regular attendance in accordance with an established schedule.              
• Ability to work onsite/in-office and in accordance with our client and their department policies and procedures.

QUALIFICATIONS:

• Preferably 2+ years of customer service experience in a service-related industry.
• Bilingual/multilingual skills are desirable.
• Strong interpersonal skills and able to communicate effectively in writing, and verbally (in person/or via phone), with supervisors, managers and customers.
• Able to execute verbal and written directions from the supervisors and managers.
• Able to read and interpret information in written form and from a computer monitor regarding clients, consumers, policies and procedures, laws, and company memos.
• Able to operate various equipment and computer systems requiring manual and visual dexterity, and hand/eye coordination (i.e. typing/keyboarding).
• Basic math and writing skills.
• Moderate typing skills required (35 wpm).
• Successful completion of a company-sponsored one-week training program.
• Coachable: receptive to feedback, willing to learn, responsive to change and embraces continuous improvement.
• Ability to speak, read and write clearly and concisely in English.

EDUCATION REQUIREMENTS:

• High school diploma or GED equivalent required.