CSS Phone Specialist
Job Description
The CSS Phone Specialist is responsible for handling incoming calls and must be able to effectively address complex and escalated consumer concerns. The CSS Phone Specialist must actively listen, evaluate all relevant information, and apply sound judgment to ensure consumer inquiries are handled appropriately.
The CSS Phone Specialist must have excellent communication skills, consumer focus, and ability to provide appropriate solutions and alternatives. The CSS Phone Specialist must use proprietary systems and multi-task effectively. The CSS Phone Specialist is also responsible for appropriately documenting company records and adhering to high call quality standards.
RESPONSIBILITIES
Respond to high volume of inbound calls.
Understand and process written consumer documentation as needed to resolve consumer issues
Identify and escalate issues that may be a risk to the company
Perform other duties, as assigned
MINIMUM REQUIREMENTS
EDUCATION: High School Diploma FIELD OF STUDY: General Education
EXPERIENCE: 1-2 years Customer Service and Phones experience
KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:
- Excellent verbal communication skills
- Effectively able to diffuse escalated situations
- Ability to multi-task
- Proficiency with MS Office
PREFERRED QUALIFICATIONS
EDUCATION: Bachelor's FIELD OF STUDY: Business or Related Field
EXPERIENCE: • 2+ years in Financial Services related field
KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:
- Knowledge of FDCPA, FCRA or other regulatory training
Headquartered in the United States, Encore Capital Group (Encore) is a publicly traded international specialty finance company operating in various countries around the globe. Through our businesses - such as Midland Credit Management and Cabot Credit Management - we help consumers to restore their financial health as we further our Mission of creating pathways to economic freedom. Our commitment to building a positive workplace culture and a best-in-class employee experience have earned us accolades including Great Place to Work® certifications in many geographies where we operate. If you have a passion for helping others and thrive at a company that values innovation, inclusion and excellence, then Encore Capital Group is the right place for you.
Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and are committed to fostering an inclusive and welcoming environment where everyone feels they belong. We encourage candidates from all backgrounds to apply. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other status protected under applicable law.
