Collections Customer Service Representative

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

Performs routine customer service collections phone support on a client program(s) at call center facility. Work is performed under regular supervision.

Key Job Responsibilities

• Responds to requests and calls from collections customers related to client specific programs and products
• Identifies and responds to customer’s needs based on designated procedures of account/client
• Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients
• Escalates calls to supervisor when necessary and appropriate
• Responds to requests for assistance and/or possible processing of credit card authorizations
• Tracks call related information of each call received for auditing and reporting purposes
• Provides feedback reports on call issues related to downtime and/or training issues
• Escalates calls to supervisor when necessary and appropriate
• Maintains and updates customer information as necessary

Other Related Duties

• Provides support and assistance as needed
• May perform other client specific duties as necessary and required by program/account
• Other duties as assigned

Minimum Education and Experience:

• High School Diploma or GED required; graduation from a college with an Associate’s degree preferred
• 1-2 years previous experience in a collections and call center environment, preferred
• Customer service phone related experience
• Familiarity with Microsoft Windows, Word, and Excel applications
• May require client specific bilingual language requirement, as necessary

Knowledge, Skills and Abilities:

• Strong customer service and collections skills
• Excellent interpersonal skills
• Flexibility and versatility in problem analysis and resolution
• Knowledge of product/procedures
• Ability to use phone and computer systems
• Excellent oral and written communication skills
• Strong listening/comprehension skills
• Ability to stay composed and objective
• Working knowledge of dialer functionality and call campaigns
• Working knowledge of collections regulations, including but not limited to Fair Debt Collections Practices Act (FDCPA)