Call Center Representative/customer Service - Wilmington, United States - Phillips & Cohen Associates

Description

Phillips & Cohen Associates, Ltd, the industry leader in compassionate engagement services with offices located throughout the globe, is seeking Estate Care Specialists to join their team.

The incumbent will proactively and professionally engage customer representatives to resolve outstanding account balances in a compassionate and thoughtful manner.

PCA has implemented a Hybrid Work Policy. These objectives along with other business considerations including regulator allowance, client approval, risk management, business performance, and employee experience. As such, remote working will remain at the discretion of PCA Senior Management and the Board of Directors.


Responsibilities:

• Effectively communicate with customer representatives in a compassionate, professional, and fair manner to evaluate estate circumstances and work towards timely payment.
• Provide guidance, assistance, and support to customer representatives throughout all stages of the estate/succession process.
• Maintain and manage queue of files inline with applicable regulations, company procedures, and customer service best practices.
• Respond to and address inquiries from attorneys, executors, administrators and/or estate representatives.
• Provide requested correspondence and/or account documentation and followup to ensure receipt.
• Resolve questions, discrepancies and disputes pertaining to outstanding account balances timely and completely.
• Meet defined department goals and activity metrics; achieve minimum requirements on all key performance indicators, including quality assurance and compliance reviews.

Qualifications:

• Highschool diploma, or equivalent.
• Experience within debt collections, customer service, or similar phonebased employment preferred.
• Strong communication, problemsolving and analytical skills.
• Ability to work independently and to adapt to a fastchanging environment.
• Proficiency in Microsoft Office, including Excel and Word.
• Experience in a telecommunications environment is preferred but not required.
• Creative, selfdisciplined and capable of identifying and completing critical tasks independently and with a sense of urgency.

*Key attributes; Commitment; Compliance; Compassion; Innovation; Professionalism; Charisma; Humility; Self-Starter; Negotiation; Creativity; Focused; Motivated; Fair; Empathetic; Active Listening; Self-Awareness; Maturity; Initiative; Career-minded; Colleague


Schedule: 2 days 12pm-9pm, 2 days 8am-5pm, 1 rotating Friday 8am-6pm, 1 Saturday per month 8am-12pm

Workplace Benefits:

• Comfortable office environment in an outstanding location ample free parking & within walking distance of Riverfront activities & restaurants.
• Great opportunity to work for a truly unique international business in a handson role.
• Competitive salary & monthly bonus package, along with clearly defined career path opportunities.
• An excellent opportunity for people who believe in treating customers with dignity and respect and want to make a difference.

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About Phillips & Cohen Associates, Ltd._

PCA provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, disability, marital status, sexual orientation, veteran status, genetic information and any other basis protected by federal, state or local laws and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of our jobs.

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice._

Pay:
$20.00 per hour

Expected hours: 40 per week


Benefits:

• 401(k)
• 401(k)

matching

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift
• Evening shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• Inperson
• Office

Ability to Relocate:

• Wilmington, DE: Relocate before starting work (required)

Work Location:
In person