Consumer Support Unit - Consumer Support Agent

General Description:

Phillips & Cohen Associates, Ltd., the global leader in deceased account management with operations in the United States, United Kingdom, Canada, Ireland, Spain, Portugal, Germany, Australia and New Zealand, seeks a Consumer Support Agent for its Wilmington, DE office. Reporting to the Consumer Support Unit Manager, the incumbent will be responsible for receiving, handling and reporting consumer requests, queries and special-handling situations.

Responsibilities:

Receive and action phone calls from consumers that require a level of special account handling. Function as the over-the-phone point of contact for consumers and/or their representatives to address matters pertaining to fraud, balance disputes, validation and substantiation requests, requests for SCRA-relief. Review work queue and timely processing of written consumer correspondence related to fraud, balance disputes, identity theft, validation & statement requests, reward-point inquiries, and requests for hardship or SCRA-relief Evaluate complex consumer and account circumstance and apply appropriate judgment-based decisions. Access client portals to obtain and deliver account-related documentation, including customer agreements, billing statements and payment histories. Investigate and resolve consumer queries in accordance with PCA and client SLA protocols. Represent PCA and its clients in a consumer-centric and brand-conscious manner.

Qualifications:

High School Diploma or equivalent required; college education preferred. Two or more (2+) years Administrative or Customer Service experience required. Previous experience within a third-party collection agency, particularly in a capacity that has required in-depth exposure and understanding of client standards and expectations is required. Experience with MS Office products (primarily Word & Excel) and web-based applications. Excellent verbal communication skills; the ability to establish trust and credibility. Flexible and able to prioritize workload accordingly to challenging deadlines. Ability to work well in a fast-paced and highly regulated environment where attention to detail truly matters. Ability to receive and apply constructive, balanced feedback. Multi-lingual fluency a plus. Key attributes; Commitment; Multi-task; Professional; Responsible Compliance; Compassionate; Innovation; Charisma, Confidence, Self-Starter, Leadership, Negotiation, Creativity, Independence, Motivation, Appreciation of Diverse Backgrounds/Experiences; Communication; Listen; Resolve; Fulfill; Investigate; Contracts; Billing Statements; Hardship; Fair; Equitable; Active Listening;

Benefits:

401(k) Dental insurance Health insurance Life insurance Paid time off Vision insurance

Schedule:

8 hour shift Day shift Monday to Friday Night shift Weekend availability Ability to commute/relocate: Wilmington, DE 19801: Reliably commute or planning to relocate before starting work (Required)

Experience:

Call center: 2 years (Preferred) Customer service: 2 years (Preferred)

Third Party Collection:

2 years (Preferred #USIND