Overview:

The Consumer Care Specialist initial primary function is handling multiple types of consumer communications to include inbound calls, direct inbound Contact Center emails and website correspondence. This position requires the ability to evaluate the information provided by the consumer and make the proper decision as to which department or entity the call, email or information should be routed. The Consumer Care Specialist will be required to accurately enter brief notes, communicate effectively with team members and other inter-office personnel using multiple communication methods. The Consumer Care Specialist will be a primary contact person with CAM's Servicers. This position will also include various light-duty office support tasks such as making copies, scanning documents and similar tasks as needed.

•The Consumer Care Specialist responsibilities will expand with the development and expansion of the Contact Center

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Duties & Responsibilities:

Answering incoming calls and routing the call as appropriate. Reviewing and forwarding incoming emails. Accurately document the calls and emails in the system of record. Research all available means within the system of record to locate accounts based on the information provided by the consumer. Maintain reporting that tracks verbal and written consumer communications. Comply with all required federal and state regulations associated with the position, as well as adhere to all CAM compliance requirements. Supply valuable inbound contact information to assist in the development and expansion of the Contact Center. Escalate calls or inquiries to management as needed. Reports challenges and opportunities to management as needed. Additional Core Responsibilities to Correlate with

Contact Center Expansion:

Professionally engage the consumer when handling inbound calls and emails. Provide informed, accurate, and timely service and support to all consumers and authorized 3rd parties. Ensure that consumer calls are handled based on the regulations and guidelines set forth in the Fair Debt Collections Practices Act (FDCPA) and Reg-F. Conduct follow-up calls to consumers and authorized 3rd parties based on the preferred method of contact. Instruct callers on the proper method to resolve the reason for their call, while following approved procedures and protocols. Ensure that consumer emails are handled based on the regulations and guidelines set forth in the Fair Debt Collections Practices Act (FDCPA) and Reg-F. Send follow-up emails to consumers and authorized 3rd parties based on the preferred method of contact. Properly generate and facilitate the timely distribution of all applicable documents to the consumer or authorized 3rd party, as requested or as required by state law. As applicable, acquire the proper state licensing.

Qualifications and Experience:

The ability to review, handle, and distribute high-volume inbound calls and inbound emails (150-200/ day). Bilingual (Spanish) - Excellent written and verbal communication skills. The ability to handle demanding inbound calls and emails, while maintaining professionalism and high consumer service expectations. Proficient with Excel, Word, PowerPoint, and Outlook. The position requires the ability to navigate and update the internal system of record, as well as effectively and efficiently engage with internal and external partners. Successful call center experience a plus.

Onsite:

Telephone and computer use with the occasional need to scan, copy documents as needed. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.

PHYSICAL DEMANDS

Able to occasionally lift items or equipment weighing up to 15 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions .

Job Type:

Full-time Benefits:

401(k) 401(k) matching Dental insurance Flexible schedule Health insurance Paid time off Vision insurance

Experience:

Call center: 2 years (Preferred)

Language:

English (Required) Spanish (Required) Ability to

Commute:

Duluth, GA 30096 (Required)

Work Location:

In person