This position will be responsible for handling incoming customer calls emails, chats, and texts. Making outbound follow-up calls to customers, and providing certain support services to the Collection teams.

This position reports to the Collection Supervisor or Collection Manager. This individual will primarily interact with customers, third parties calling for payoff quotes, and members of the collection teams.

The successful candidate is self-directed in work prioritization and demonstrates superior judgment-making ability within the scope of the position’s areas of responsibility. The associate will perform all duties in accordance with CIG Financial policies and procedures and all state and federal regulations.

This position requires working a variable schedule, which may include early mornings, late evenings and occasional weekends, as directed by management.

• Respond promptly, accurately and professionally to incoming customer calls. Customer calls may include but are not limited to general account inquiries, requests for documents, address updates, payoff balances, or payment arrangements.
• Meet and maintain standards for call availability, time on call, and abandon rates.
• As needed, make outbound follow-up calls to customers regarding requested account information.
• Receive, route or respond to incoming customer correspondence, as appropriate.
• Document and update accounts and incoming reports from customers and insurance companies regarding vehicle accidents.
• Provide certain support services to collection team members, including auto-pay enrollment, credit reference updates, or account inquiry callbacks.
• Escalate customer complaints to management, as appropriate.
• Adherence to CIG policy and procedures which will include regulatory compliance at the federal and state levels.

• Superior customer service skills, including listening to customer issues, confirming understanding, and when applicable, accepting criticism or complaints in a professional, respectful manner.
• Excellent verbal and written communications skills with the ability to communicate and present complex issues in a clear, articulate and impactful manner.
• Ability to organize various tasks and prioritize workloads while managing to deadlines.
• General knowledge of state and federal laws applicable to debt collection, including the Fair Debt Collection Practices Act; proficiency is a plus and will be a requirement in this position.
• Knowledge of consumer financial debt transactions, including an understanding of how installment loans function, and an ability to explain the loan transaction to customers is a plus and will be a requirement in this position.
• Strong attention to detail.
• Self-motivated, high-integrity, comfortable working independently or as part of a team.
• In the event working from home is required, you must have reliable high-speed internet access, a dedicated workspace, and must comply with all information security policies.
• Bi-lingual in English and Spanish is preferred.

• High school degree or GED is required.
• Previous experience in a customer service call-based position is a plus.
• Previous experience in the consumer financial services industry is preferred, but not required.

Machines, Office Equipment and Software

• Web navigation and/or web-based applications.
• PC skills: Microsoft Word, Excel, Power Point and Outlook.
• 10-key calculator and QWERTY keyboard skills.
• Copier, scanning, e-faxing & other general office skills.

• This position requires sitting for long periods of time (up to two hours without break).
• This position requires use of a keyboard for long periods of time (up to two hours without break).
• There are no other significant physical demands associated with this position.