Customer Support Specialist – Legal & Collections

Job Title: Contact Us Representative/Collections and Compliance

Job Summary:

The Contact Us representative works directly with consumers, attorneys and authorized parties via our Contact Us website. The representative is accountable for accessing and acting upon e-mails sent to the firm via its “Contact Us” and related e-mail in-boxes, with the goal of responding to e-mails, or forwarding with instructions within pre-determined turn around times depending on the type of email. The representative will use both template and Ad Hoc email forms for all communications.

Primary responsibilities and duties:

• Daily monitoring of the:
  • Contact Us email box
  • Power of Attorney (POA) email box
  • Pleadings email box
  • Settlements email box
• Accurately respond to consumer/attorney e-mails in a timely fashion
• Accurately document the firms system of record (CLS)
• Provide sent and received emails to designated firm staff as required
• Requires the ability to exercise discretion and independent judgment.
• Ability to resolve files and maximize collection opportunities.

Minimal Job Qualifications and Requirements:

• Collections experience is a plus
• Expert knowledge of all applicable Federal and State collection laws
• Ability to accurately type 40 words per minute
• Strong written and oral communication skills is a must
• Above average spelling and grammar
• Must be able to read and understand written communications from consumers and attorneys
• Demonstrated ability to think independently and use good judgment
• Fundamental knowledge of Microsoft Office Products
• Analytical problem solving skills
• Understand Company and Client policies and procedures to ensure files are documented properly.
• Detail orientated with the ability to understand multiple systems.

Education/Experience:

• High School diploma
• Above average computer skills.
• College is a plus
• Must have three years or more experience in the following: call center quality assurance or operations, collections, customer service, banking or business related fields.