Job Details

** Payment Reminder - Customer Service - Knoxville, TN - Starts 02/8/2022**

**Job Category****:** Debt Management **Requisition Number****:** PAYME001239 Showing 1 location **Job Details**

**Description**

**This customer service position is responsible formaking contact with members on behalf of various credit unions for the purpose of resolving early-stage member delinquency and overall delinquency for our clients.**

**REMOTE WORK OPPORTUNITY after initial 14 days in-office training. MUST have a dedicated distraction free workspace and high-speed internet of 50 mbps or greater. LSI will provide ALL computer and phone equipment.**

**Essential Duties and Responsibilities** include the following (other duties may be assigned).

*Provide excellent member service -* At times, members may experience financial difficulties; long term or temporary set-backs can happen. Our team provides solutions and guidance to assist members in resolving their delinquency in a positive and empathic manner that preserves the member/credit union relationship.

*A continuous commitment to quality is a must! -* By providing the highest level of service to our clients, the Debt Management department has developed an outstanding reputation in the industry. Individuals on our team continually strive to improve their skills and techniques in order to exceed client expectations and provide value to the credit unions we service.

*Driven to achieve member contact -* On occasion, members lose contact with their credit union for a variety of reasons. Our team members must be driven to re-establish connections with distant members in order to make contact and resolve delinquency.

*Attention to the detail -* As a Debt Management representative, all activity and member communications are documented within the clients collection platform. Clients utilize this information to determine the appropriate assistance for a member or course of action to take on a members loan. Detailed documentation of every action is a must.

*A passion for lowering delinquency -* All Debt Management personnel must strive to look at every members account and assess member situations in order to achieve a successful conclusion to delinquency.

**Qualifications:** An individual should demonstrate the following competencies (in no particular order of importance--they are all important):

*Attendance/Punctuality -* As a department, we make thousands of calls each day. We are looking for individuals that have the ability to meet our strict schedule adherence policies including having limited unscheduled absences. We dedicate an individual(s) to each client. If employees aren't working their scheduled hours/shifts we may not have capacity to make the necessary calls each day and meet client expectations.

*Communication & Listening Skills -* Communication is key, the ability to connect with the member and client are critical to the success of the department and credit union. Debt Management team members have direct communication with clients, as well as with credit union members. Listening skills are crucial to provide members guidance and determine the appropriate course of action and collectability of a loan.

*Organization Skills -* Some team members may be asked to work multiple clients, depending on the volume of accounts assigned to us by the client. Individuals must possess the organization skills necessary to balance an account load effectively.

*Critical Thinker -* Possess the skills to gather and analyze the right information, using experience and problem solving to resolve delinquency.

*Integrity -* Integrity is of utmost importance - it's about doing the right thing, all of the time.

We are an employee-owned company and each individual's decisions have an impact on the success of the company.

**Education and/or Experience**

High school diploma or general education degree (GED); or a minimum of three months related experience and/or training; or equivalent combination of education and experience.

**Language Skills**

Ability to read, write and comprehend simple instructions, short correspondence, and memos.

We are always looking for individuals fluent in other languages.

**Mathematical Skills**

During the collection process, we are working with dollars and cents, possibly multiplication and division depending on the extent of delinquency and the payment arrangements necessary to bring the account current.

**Computer Skills**

Type approximately 35 words per minute. Word and Excel experience is preferred.

**Hours**

Vary by client and the time zone that their membership is located in. Two late nights per week and two Saturdays (split shift; 4 hours Friday and 4 hours Saturday) per month are required.

**Supervisory Responsibilities**

This career opportunity does not have supervisory responsibilities, but when we are looking to fill a supervisory position 100% of internal job posting have been filled with employees from within the department or organization.

**Physical Demands/Work Environment**

While performing the duties of this position, the employee is regularly required to sit; use a keyboard, and talk to members via a hands free head set.

**Why you should apply:**

* Competitive Compensation - Hourly + Shift Differentials + Monthly Incentives

* Exceptional Benefits

* Generous PTO

* Advancement Opportunities

**Qualifications**

**Skills**

**Behaviors**

**Preferred**

**Team Player****:** Works well as a member of a group

**Detail Oriented****:** Capable of carrying out a given task with all details necessary to get the task done well

**Dedicated****:** Devoted to a task or purpose with loyalty or integrity

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**