Call Center & Customer Service
in Orlando
, FL
Reference: 19-02770

Position Summary:

This position is responsible for all collection activity on accounts to maintain the best possible portfolio performance and customer service. This may be done with the use of a predictive dialer system as well as working manually from lists provided. Areas of responsibility are Inbound, Outbound, Blended collections, Pending, Latitudes, Solutions and Recovery and Condo (Maintenance and Taxes). This agent must possess an adequate level of collections experience. This agent is responsible for complying with all federal and state laws and regulations as well as internal policies and procedures of our client.

Essential Functions and Tasks:

  • Communicate with owners by telephone and/or in person and make every effort to collect all open items on an account, to include delinquent payments, delinquent down payments, delinquent maintenance, taxes and use fees, and deed recovery as required
  • Identify account that need additional research or skip tracing to be contacted and take necessary action to ensure the account is contacted in a timely fashion
  • Keep owners informed of the status of their account on every detail during every communication
  • Follow training and quality models to ensure proper collection methods are used and quality customer service is provided during all calls
  • Ability to apply common sense understanding to carry out detailed written and oral instructions

Knowledge, Skills and Abilities:

  • Must be able to speak English
  • Must have at least 1 years of recent collections experience from a Vacation Ownership, Banking or Mortgage environment
  • Must have dialer experience
  • They use the dialer called InContact if anyone does ask.
  • Must exhibit keyboard proficiency
  • Must be self-sufficient and a self-starter
  • Must possess good communication skills
  • Must be detail-oriented with high level of accuracy
  • Must have ability to handle multiple tasks and balance priorities
  • Carry out any reasonable request by management of which the employee is capable of performing
  • Must be detailed-oriented, self-motivated and disciplined
  • Require moderate supervision in most tasks

Education and/or Experience:

  • High School diploma or GED equivalent, or an equivalent combination of training, education and experience
  • Previous telephone, customer service and/or office experience preferred