Customer Service Rep/Quality Service Associate (Rochester, Ny)

Why join us?

· Excellent health benefits

· Flexible schedules

· Growth opportunities

· Repeatedly named one of the Best Places to Work in Collections

· Two-time recipient of the Better Business Bureau’s Torch Award for Ethics

For more than 35 years, ConServe has been a leading provider of accounts receivable management and collection services specializing in customized solutions for colleges and universities, guaranty agencies, private lenders, credit unions and government contracts.

We are based on the simple principle that helping people fulfill their obligations, in ways that preserve their dignity, enhances self-confidence and empowers them with a sense of control. At ConServe, we call it Fostering Financial Freedom. We take great pride in being a team of the right people, doing the right thing, at the right time, the right way.

Position Summary:

Our Representatives use a consultative approach to manage and collect on delinquent accounts. Our consultative approach helps consumers identify the most suitable way to resolve a balance in the best interest of all parties. Since client satisfaction is a top priority, it is imperative that ConServe locates professional individuals who are customer-focused, detail-oriented and able to work in a fast-paced environment. If you're a motivated, positive, team player and problem solver, then you would be a good fit for the ConServe team.

Essential Duties & Responsibilities:

• Obtain information from Consumers in order to determine current financial situation and determine solutions
• Adherence to ConServe’s Professional Practices Management System (PPMS), Code of Conduct, and Compliance Program
• Daily Productivity – Work a specified number of accounts/cases daily and maintain an acceptable volume of phone calls as assigned to the position by Management.
• Gather proper documentation from Consumers and maintain appropriate follow-up
• Meet daily, weekly and monthly goals as set by management at ConServe
• Record Maintenance – proper management & updating of system to maximize contacts
• Skip-Tracing – to assist in locating & contacting consumers or businesses
• Provide solutions to Consumers to enable them to resolve their obligation administratively or voluntarily
• Achieve a high level of customer satisfaction which is measured by compliments and a customer satisfaction survey provided to each consumer at the end of their call.

Education Requirement:

• Associates or Bachelor’s Degree preferred
• High School Diploma or GED

Skills/ Requirements:

• Ability and history of maintaining confidentiality and high level of trustworthiness.
• Ability to act independently to resolve problems
• Ability to proficiently read and write in English
• Strong organizational and time management skills
• Legally eligible to work in the United States
• No conflicts of interest with ConServe or our Clients.
• Willingness to work an occasional Saturday morning shift (optional)
• Strong verbal communication skills with the ability to listen, persuade, negotiate and obtain resolution
• Ability to work in a positive, collaborative manner with coworkers
• Ability to speak and converse in English fluently
• Ability to obtain and maintain State Collections Licensure
• The ability to work 8 hour shifts consisting of three (3) days starting between 8am and 9:30am and ending between 5pm and 6:30pm (start and end time are flexible but the shift must be 8 hours) and two (2) evenings 12pm - 9pm
• Intermediate Computer skills to document calls and navigate software packages, databases and the internet.
• Ability and history of interacting well with team members and customers in a professional manner while maintaining a safe work environment.
• Motivation to learn
• Ability to obtain and maintain Government Security Clearance (Please be advised that upon hire, you may go through a State and/or Federal Clearance process. Our team will be available to assist you as you move through this process).
• Attention to detail

O*NET: 43-3011.00, 13-2071.00, 43-4051.00, 41-3031.02

Qualified applicants will receive consideration for employment regardless of age, race, color, religion, national origin, sex, sexual orientation, gender, gender identity/expression, genetic disposition, genetic markers/carrier status, disability, creed, veteran status, military status, status as a victim of domestic violence, marital status, familial status, pregnancy, childbirth and related medical conditions, and disability, conviction (limited) or other legally protected status.

ConServe is a Drug Free Workplace.

Job Type: Full-time

Pay: $20.00 - $21.50 per hour

Benefits:

• 401(k)
• Health insurance
• Paid time off
• Dental insurance
• 401(k) matching
• Flexible schedule
• Vision insurance
• Work from home

Shift:

• Evening shift
• 8 hour shift
• Day shift

Weekly day range:

• No weekends
• Monday to Friday

Work setting:

• In-person

Work Location: In person