Loyalty Specialist I (Collections Specialist) | In-office Opportunity (Henderson

Loyalty Specialist I (Collection Call Center Role)
100% In Office (Henderson, NV)

General Summary
The Collection Specialist I provides support to EMPLOYERS’ customers, both internal and external, via inbound and outbound calls and e-mails. The Collection Specialist I is motivated to maintain customer satisfaction and contribute to the organization's success by resolving any emerging issues a customer might face with accuracy and efficiency.

Essential Duties and Responsibilities
Customer Experience

Deliver an exceptional customer experience while answering calls, emails, or chats from a minimum of 4 workgroups. Provide information, answer questions and offer or facilitate resolution to customer inquiries.

Provide accurate information to customers of assigned groups in accordance with company policies and department guidelines.

Defuse situations through research, customer education and exploring alternative solutions.

Demonstrate listening skills while exhibiting good customer service, persistence, and respect to promote ease of doing business with EMPLOYERS and a reputation of integrity.

Process and Procedure

Be familiar with and effectively utilize all collection remedies (cancelation dates, One-time ACH, auto deducts, credit card payments, etc.) within policy to get an account current.

Act in accordance with policies, procedures, statutes, and state laws, as applicable.

Research balances and works with multiple departments within EMPLOYERS to resolve discrepancies for the customer to prevent company risks/loss.

Formulates specific recommendations pertaining to the allocation of funds.

Payment arrangements may be negotiated to minimize loss to the organization. In addition, this role protects the financial interests by communicating with members, non-members and/or external third parties to collect and resolve delinquent accounts.

Process requests for forms and applications.

Process reinstatements, refunds, and credits.

Follow up on customer communications via phone, email, or chat.

Assist clients with registering and navigating EMPLOYERS online systems.

Route calls when necessary to appropriate resources.

Functional and Technical

Display basic knowledge and competency in assigned workgroup(s).

Meet performance and quality standards.

Recognize and alert management of trends in customer calls and emails.

Utilize internal and external resources to improve knowledge and skill base.

Basic knowledge using Microsoft products such as word and excel.

Other duties may be assigned.

Job Requirements

1+ years of Collections Call Center experience

1+ years in a high volume call center

High school diploma or equivalent.

Ability to perform multiple tasks simultaneously.

Ability to adjust priorities appropriately in a fast paced environment.

Ability to conduct business efficiently and effectively over the telephone utilizing proper phone and written etiquette.

Ability to read, write, and communicate clearly in English.

Demonstrated customer service experience.

Possess basic PC skills including Outlook, Word, Excel spreadsheets, and Internet use.

Demonstrate attention to detail with timeliness and accuracy.

Maintain high standards and measures despite pressing deadlines and added responsibilities.

Preferred, But Not Required

Experience with cloud based Call Center ACD/CRM software preferred.

Relevant product knowledge (Insurance or Workers’ Compensation).

Bilingual English/Spanish communication skills preferred.

Associates Degree preferred.

Work Environment
This position is required to be in-office full time with minimal travel to other office locations/meeting locations occasionally. This role potentially and will routinely use office equipment such as computers, phones, printers, and web conferencing technology as examples.

This is largely a sedentary role; however, some mobility is required

May work early, late, or occasional weekend hours to accommodate business needsOccasional lifting of a maximum of 30lbs.

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

Pay Rate
$21.50/hr ($22.50/hr for those that are bilingual in Spanish) and a comprehensive benefits package.

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