• Inbound Call Agent

    Job Locations US-MA-Andover
    Posted Date 1 month ago(1 month ago)
    Job ID
    2018-1196
    Category
    Collections Operations
    Region
    Northeast
    Type
    Regular Full-Time
  • Overview

     

    COMPANY OVERVIEW:

     

    Zwicker & Associates PC is a national law firm that represents some of the largest creditors in the nation. Growing strong since 1991, Zwicker encompasses a large clientele ranging from major credit cards issuers to student loan collections.

     

    POSITION SUMMARY:

     

    Responsible for tasks associated with inbound call routing duties. Duties entail logging on to an automatic call distribution system and transferring the incoming calls to the appropriate party utilizing a fully automated point and click system. Responsible for greeting all consumers that contact our office and following appropriate security procedures (i.e., following proper customer ID requirements and providing required disclosures).   Administrative functions will include proper account documentation.

    Weekly Schedule: Monday – Thursday 10:00am – 7:00pm Rotating Friday Shift 8:00am – 2:00pm or 1:00pm – 7:00pm            

    Responsibilities

    ESSENTIAL FUNCTIONS:

     

    • Utilization of the RMS system to look up debtor information and route the calls to appropriate collector and/or supervisor in the appropriate department if necessary
    • Adhere to client and firm identification and disclosure standards at all times
    • Work on special projects as needed.
    • Performs other administrative duties as assigned.

    Competencies Required                                                                                                           

    • Positive attitude with customer service oriented skill set
    • Ability to handle a high call volume and speak clear and concise
    • Ability to follow company and client security procedures
    • Possess professional demeanor, mannerisms and friendly personality
    • Positive attitude with customer service orientated skill set
    • Experienced with listening and responding to customers’ needs and concerns in a outgoing manner
    • Ability professionally to interact with office personnel, visitors and clients in person and on the telephone
    • Ability to work in a fast paced environment

    Qualifications

     

    Minimum Qualifications                                                                                                           

    • Proficient with MS Word & Excel
    • Dependability & Punctuality                                                                      

    Preferred Qualifications                                                                                                           

    • Previous Collection Experience
    • Bi- lingual                                                                                                      

    Physical Qualifications                                                                                                              

    • Be able to lift 5 lbs. or greater                                                                                                                 
    • Be able to sit 90% of the work day at times                                                                                          
    • Be able to bend at the waist and be mobile when needed                                                                  
    • Be able to read and comprehend position-specific documents and correspondence       
    • Be able to communicate in a common language with (or to) individuals or groups verbally and/ or in writing (e.g. applicants, managers, employees)                                    
    • Be able to operate a computer, phone and/or equivalent devices                                                    
    • Be able to complete a minimum of a 40 hour flexible workweek schedule

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