Job Details
We're seeking experienced collections call center specialists with proficiency in predictive dialer setting environments. They must possess the ability to educate consumers on solutions to maximize collection payments while maintaining compliant and professional dialogue.
About FlexShopper
FlexShopper, LLC, a wholly owned subsidiary of FlexShopper, Inc. (Nasdaq: FPAY) is a financial and technology company that provides brand name durable goods to consumers on a lease-to-own (LTO) basis through its ecommerce marketplace (www.FlexShopper.com) and LTO payment method. FlexShopper also provides LTO technology platforms to retailers and e-tailers to enter into transactions with consumers who want to obtain durable goods, but do not have the available cash or credit.
At FlexShopper, we believe in treating our consumers fairly and with respect. Our diverse and inclusive team believes in working hard together while enjoying a balanced work-life experience. Headquartered in beautiful Boca Raton, Florida, our team enjoys an accessible, fun, and fast-paced onsite work environment, where we feel comfortable collaborating with colleagues at all levels of the #FlexFam. Were creative and dedicated self-starters who are happy to be a part of a growing innovative FinTech company.
Our benefits package includes competitive compensation, health insurance, vision, dental, and 401k with 100% employer match up to 4%* with immediate vesting after 90 days. Our Paid Time Off plan provides 7 days after only 6 months of service and 3 weeks of PTO after just 1 year! We also offer optional disability and life insurance, pet insurance, EAP resources, commuter passes for the Tri-Rail, flexible work arrangements, frequent rewards and recognition activities, a casual dress code, free gourmet coffee/tea and snacks in the break room and company subsidized gym memberships.
Position Summary: The Collections Specialist will manage inbound and outbound calls, chats, email, and SMS using LiveVox Dialer platform. The specialist will field customer inquiries, claims, and objections accurately and professionally while multi-tasking using three to four different native software platforms. Fundamental knowledge of Microsoft tools including Excel, Outlook, and Word is required. The specialist is responsible for providing best-in-class service, maintaining objectivity, empathy and a focus on organizational goals and targets while minimizing losses. The Collections Specialist must have the ability to apply different communication styles, employ active listening and de-escalation skills. There are two shifts available for this role. The Day shift is from 8 AM to 5 PM. And the Evening shift is from 11 AM to 8 PM. There is also a required alternating weekend shift where the candidate will work every other Saturday from 9AM to 1PM and, during that same workweek, they will be required to work a half day instead of a full shift.
Essential Duties and Responsibilities:
* Assists customers in managing their past due balances
* Adheres to critical collection due dates
* Responsible for making collections calls and documenting the system of record
* Successfully motivates customers to make payments according to their lease agreements
* Identifies and escalates priority issues to ensure a positive customer experience
* Researches required information using available resources in a timely manner
* Analyzes customer history and works with customers to resolve their issues, and/or recommend an appropriate solution while providing "best-in-class" customer service
* Follows-up with customers in adherence with payment timelines
* Responds to all inquiries consistent with confidentiality and privacy policies
* Escalates calls or issues to the appropriate designated staff for resolution as needed
* Facilitates translation services for non-English speaking callers according to procedures
* Attend meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems
* Meets Quality Assurance (QA) and other key performance metrics
* Must perform with the highest level of attention to detail for data input, analysis and managing information
* Must be punctual and maintain excellent attendance in line with call center attendance policy
Supervisory Responsibilities: No
Qualifications
Education, Experience and Technical Skills:
* Minimum 1 years experience in a high-volume collections call center
* Experience in handling inbound and outbound calls
* Excellent verbal and written communication and interpersonal skills
* Ability to multi-task in several computer applications while simultaneously holding a conversation with a customer
* Sales, retention, and negotiation skills; Capable of influencing and persuading
* Team-oriented and results-driven
* Enjoy working in a fast-paced environment while maintaining a professional and positive attitude
* Working knowledge of Microsoft Office applications including Word, Excel, Outlook and internet navigation skills
* A minimum of High School diploma or equivalent; some college is preferred
* Excellent attendance and punctuality are essential for this onsite position
* Bilingual Spanish/English skills are a plus
* Knowledge of Fair Debt Collections Practices Act (FDCPA) preferred
Core Competencies for Success:
To perform this job successfully, an individual should demonstrate the following competencies:
* Strategic communication and influencing skills with the proven ability to overcome objections and drive agreement through the use of excellent rapport-building, critical thinking, interpersonal and negotiation skills
* Professional integrity and work ethic in line with FDCPA and compliance standards
* Proficient talk-and-type skills while using multi-system telephony and computer applications
Notifications and Disclaimers:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required to perform the job. Reasonable accommodations may be made to enable individuals disabilities to perform the essential functions.
The duties and responsibilities described in this document are not a comprehensive list. The scope of the job may change, and additional tasks may be assigned as necessitated by business demands.
Physical Requirements:
Individuals may need to sit, stand, speak, and listen for prolonged periods working on a computer and phone systems. The role may require you to walk, primarily on a level surface, for periods during the day. The job may also require reaching above shoulder heights, below waist or lifting up to 15 pounds to file documents or store materials throughout the day.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. For the most part ambient room temperatures, lighting and traditional office equipment as found in a typical office and call center environment. This is an onsite full-time position. There are two shifts available for this role. The Day shift is from 8 AM to 5 PM. And the Evening shift is from 11 AM to 8 PM.
Travel Required: NO
EEO Statement:
FlexShopper is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.