In this role, you’ll play a critical part in driving collections performance while ensuring every customer interaction is handled with care and professionalism. We’re looking for someone who can skillfully balance results-driven strategies with empathy, all while staying aligned with regulatory requirements and internal compliance standards. If you're passionate about delivering exceptional customer experiences and thrive in a performance-oriented environment, we’d love to hear from you.
UGA offers full-time employees a benefit package that includes employer-subsidized health insurance, dental and vision insurance, voluntary life and short-term disability insurance, a Simple IRA with a 3% match, and Paid Time Off.
Job Summary: The Account Servicing Representative I will handle all aspects of inbound and outbound customer calls in a professional and efficient manner for the purpose of resolving customer concerns and verifying consumer information.
Principle Responsibilities:
- Handle incoming and outgoing calls to customers with current and past due accounts and leave messages as necessary.
- Provide excellent service to consumers to create a memorable experience.
- Answer consumer questions regarding problems with their accounts.
- Arrange for debt repayment or establish repayment schedules.
- Perform skip tracing to locate assets and consumers.
- Negotiate repayment with consumers by asking questions and offering applicable solutions.
- Effectively transfer misdirected customer requests to an appropriate party and contribute ideas on ways to resolve problems to better serve the customer.
- Maintain broad and in-depth knowledge of client products and services.
Knowledge, Skills, and Abilities:
- Excellent organizational and time management skills.
- Excellent verbal and written communication skills, including active listening.
- Excellent customer service skills; service-oriented and able to resolve customer grievances.
- Strong interpersonal skills with a proven ability to collaborate with a team.
- Demonstrated critical thinking and problem-solving skills.
- Proficient in Microsoft Office Suite or related software.
- Basic understanding of clerical procedures and systems such as recordkeeping and filing.
Work Experience:
- 1+ year contact center experience preferred.
Training and Education:
- High school diploma or equivalent required.
- Complete all required training as assigned.
Working Environment and Requirements to Perform Job Responsibilities
- Ability to work assigned shift.
- Ability to work in a shared office, private office, and/or cubicle in accordance with job duties and responsibilities.
- Ability to be on location for client services for all work hours.
- Effective with shifting roles, responsibilities, and expectations in a changing work environment.
- Ability to see computer screen, read, and complete forms
- Ability to lift up to 10 pounds with the ability to push, pull, bend, reach, and sit.
- Ability to sit for prolonged periods of time/work at a desk.
- Ability to answer the phone in a busy environment – hear callers and be responsive.
- Ability to work in a high intensity/fast paced work environment and be able to multi-task and prioritize.