Account Servicing Representative I

Description

About this position: In this role, you’ll play a critical part in driving collections performance while ensuring every customer interaction is handled with care and professionalism. We’re looking for someone who can skillfully balance results-driven strategies with empathy, all while staying aligned with regulatory requirements and internal compliance standards. If you're passionate about delivering exceptional customer experiences and thrive in a performance-oriented environment, we’d love to hear from you.

UGA offers full-time employees a benefit package that includes employer-subsidized health insurance, dental and vision insurance, voluntary life and short-term disability insurance, a Simple IRA with a 3% match, and Paid Time Off. 

Job Summary: The Account Servicing Representative I will handle all aspects of inbound and outbound customer calls in a professional and efficient manner for the purpose of resolving customer concerns and verifying consumer information. 

Principle Responsibilities: 

• Handle incoming and outgoing calls to customers with current and past due accounts and leave messages as necessary.
• Provide excellent service to consumers to create a memorable experience. 
• Answer consumer questions regarding problems with their accounts. 
• Arrange for debt repayment or establish repayment schedules.
• Perform skip tracing to locate assets and consumers. 
• Negotiate repayment with consumers by asking questions and offering applicable solutions. 
• Effectively transfer misdirected customer requests to an appropriate party and contribute ideas on ways to resolve problems to better serve the customer.
• Maintain broad and in-depth knowledge of client products and services.

Requirements

Knowledge, Skills, and Abilities:  

• Excellent organizational and time management skills.
• Excellent verbal and written communication skills, including active listening. 
• Excellent customer service skills; service-oriented and able to resolve customer grievances. 
• Strong interpersonal skills with a proven ability to collaborate with a team.
• Demonstrated critical thinking and problem-solving skills.
• Proficient in Microsoft Office Suite or related software.
• Basic understanding of clerical procedures and systems such as recordkeeping and filing.

Work Experience:  

• 1+ year contact center experience preferred. 

Training and Education:  

• High school diploma or equivalent required. 
• Complete all required training as assigned.

Working Environment and Requirements to Perform Job Responsibilities

• Ability to work assigned shift. 
• Ability to work in a shared office, private office, and/or cubicle in accordance with job duties and responsibilities. 
• Ability to be on location for client services for all work hours.  
• Effective with shifting roles, responsibilities, and expectations in a changing work environment.  
• Ability to see computer screen, read, and complete forms
• Ability to lift up to 10 pounds with the ability to push, pull, bend, reach, and sit.
• Ability to sit for prolonged periods of time/work at a desk. 
• Ability to answer the phone in a busy environment – hear callers and be responsive.  
• Ability to work in a high intensity/fast paced work environment and be able to multi-task and prioritize.