Call Center Rep/Debt Counselor (Remote in Rochester, NY)

About the position The Call Center Representative/Debt Counselor position at ConServe involves using a consultative approach to manage and collect on delinquent accounts. The role focuses on helping consumers identify suitable solutions to resolve their financial obligations while ensuring client satisfaction. This position is remote and requires strong communication skills, attention to detail, and the ability to work in a fast-paced environment.

Responsibilities

• Obtain information from consumers to determine their current financial situation and propose solutions.

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• Provide solutions to consumers to help them resolve their obligations.

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• Gather proper documentation from consumers and maintain appropriate follow-up.

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• Meet daily, weekly, and monthly goals set by management.

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• Make between 125-200 phone calls per day in a call center or remote work environment.

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• Achieve monthly targeted performance objectives for collections.

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• Maintain proper management and updating of the system to maximize contacts.

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• Assist in locating and contacting consumers or businesses through skip-tracing.

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• Adhere to ConServe's Professional Practices Management System (PPMS), Code of Conduct, and Compliance Program.

Requirements

• High School Diploma or GED required; Associates or Bachelor's Degree preferred.

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• Ability to work 8-hour shifts with flexible start and end times.

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• Fluency in English, both spoken and written.

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• Strong verbal communication skills with the ability to listen, persuade, negotiate, and obtain resolution.

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• Intermediate computer skills to document calls and navigate software packages, databases, and the internet.

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• Strong organizational and time management skills.

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• Attention to detail and ability to act independently to resolve problems.

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• Motivation to learn and work collaboratively with coworkers.

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• Ability to maintain confidentiality and a high level of trustworthiness.

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• Ability to obtain and maintain Government Security Clearance and State Collections Licensure.

Nice-to-haves

• Experience in a call center environment.

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• Previous experience in debt counseling or financial services.

Benefits

• 401(k)

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• 401(k) matching

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• Dental insurance

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• Employee assistance program

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• Employee discount

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• Flexible schedule

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• Health insurance

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• Health savings account

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• Life insurance

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• Paid time off

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• Paid training

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• Profit sharing

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• Referral program

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• Tuition reimbursement

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• Vision insurance

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• Work from home

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