Consumer Support Agent

Call Center & Customer Service
in Clearwater
, FL
Reference: 19-02521


The Consumer Support Agent (CSA) documents calls received from consumers and takes appropriate action in accordance with the Fair Credit Reporting Act (FCRA), the expressed desire of consumers, and company policy. The position responsibilities include returning calls from consumers, communicating via phone, mail, fax, and email with consumers regarding action taken, and maintaining physical files documenting actions taken and communication events. The CSA also communicates with vendors and end users regarding updated information with enhanced accuracy.

Essential Functions:

  • Effectively and persuasively communicate with consumers as well as coworkers via phone, fax, email, and mail
  • Establish a positive rapport with each consumer
  • Gather additional information from consumers when correspondence or identity verification is incomplete
  • Research Internet information resources to confirm contact information
  • Document voicemails, letters, faxes, and calls received from consumers
  • Enter results of consumer communications into electronic storage mediums
  • Handle confidential and highly sensitive information in accordance with federal regulations
  • Exercise good judgment to determine appropriate course of action consistent with Federal Credit Reporting Act (FCRA) and company policy and proceduresCustomize letters, fax transmissions, and email correspondence directed to specific consumers
  • Submit generated responses to quality assurance team for review to obtain approval
  • Other duties as assigned

Required Skills:

  • Strong telephone skills with ability to speak clearly and enunciate correctly
  • Strong ability to quickly learn and understand FCRA and organization policies as well as consumer interaction standard operating procedures
  • High attention to detail is a must along with effective time management skills and ability to multi-task
  • Proficient reading comprehension and writing skills
  • Excellent oral and written communication skills
  • Expert computer skills using Microsoft Office applications including Word and Excel and web information sources

Required Experience:

  • One year of experience in a consumer call center
  • High School diploma or Equivalent