1st Party Collections

**Summary**:
Handle inbound/outbound calls, data entry, negotiate payment arrangements, and assessment of accounts to reach decisions within regulatory/business guidelines as described in Process and Procedure while adhering to Fair Debt Collection Practices Act (FDCPA) along state specific and federal guidelines.

Responsible from receipt of work, to resolution, and closure within designated deadlines and Service Level Agreements assigned. Duties may include: Data entry, resolving routine issues, coordination of information among various operational areas and customers. Uses multiple online systems, recording information, importing/entering data, and maintaining records using considerable knowledge of department policy and procedures. May interact with internal and external customers to obtain or share complex information, assist in the implementing of forms and procedures, and help team members with workload.

Assist with other job duties and assignments as needed.

**Working Conditions**:

- Sitting: Frequently in the office and during breaks and lunchtime.
- Standing/ Walking: Periodically throughout the workday on hard floor surface.
- Hands/Arms: Constantly in use throughout the workday. Frequent use of computer and other office equipment.
- Work
- site conditions: The work is performed inside a call center environment.
- Unusual Working Conditions: Must be able to work varied shifts, weekends, holidays, 6-day workweeks, and back-to-back shifts when needed.

**Requirements**:
**Required Qualifications**
- High School diploma or equivalent
- 1-2 years of call center experience
- Fast paced, team based experience in retail, hospitality or customer service call center environment preferred
- Experience in an internet company, financial services industry, or transaction processor highly desired
- Handle multiple telephone queues
- Ability to work independently while making sound business decisions on case information
- Demonstrated customer service skills including active listening