The Account Representative is responsible for managing customer accounts, addressing inquiries, facilitating payments and negotiating solutions for past-due accounts. An Account Representative works to maintain positive client relationships while ensuring timely and accurate transactions. This role may also collaborate with other internal teams to resolve issues and contribute to overall customer satisfaction.
** This is a remote eligible position in the Wausau, WI area and Charlotte, NC area. Schedule: Monday through Friday, 12:30 p.m. to 9:00 p.m. CST, with occasional Saturdays. **
Essential Functions
Receive inbound and make outbound calls to customers using dialer platform
Resolve accounts as efficiently as possible with a one call resolution goal
Effectively set up payment or a payment plan for customers to resolve past-due balances and current payments
Maintain active contact with customer until account is resolved
Assist in answering appropriate overflow ring group calls
Assist in calling First Payments as needed
Make outbound calls on special projects as needed
Required Education and Experience
High School Diploma or GED equivalent required
2 years of customer service experience required
Financial industry experience preferred
Bilingual (English and Spanish) candidates beneficial
Attention to detail and accuracy required
Excellent verbal and written communication skills required
Proficient in the utilization of Microsoft Office Suite
Ability to thrive in a fast paced work environment
Physical Demands
While performing the duties of this job, the employee is frequently required to sit, stand, walk, visualize, talk, hear, and handle or touch objects or controls. The employee may occasionally lift, push, or pull up to 20 pounds.
This position is an office-based position where you must be able to sit for long periods of time. The employee will be working on a computer 90% of the time.
