PAYMENT REMINDER - Elgin, IL - Customer Service - Start 1/6/21
Company: Lending Solutions Inc
Location: Elgin
Posted on: January 12, 2021
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Job Description:
This customer service position is responsible for making contact
with members on behalf of various credit unions for the purpose of
resolving early-stage member delinquency and overall delinquency
for our clients.Essential Duties and Responsibilities include the
following (other duties may be assigned).Provide excellent member
service - At times, members may experience financial difficulties;
long term or temporary set-backs can happen. Our team provides
solutions and guidance to assist members in resolving their
delinquency in a positive and empathic manner that preserves the
member/credit union relationship.Motivate Employees - We need to
ask questions to find out what's important to each team member. Are
they driven by the opportunity to earn more money, different hours,
achieving goals, or advancement? Being aware of what motivates each
employee will help us customize the employee's coaching/mentoring
plan to achieve the best results. This information will also help
us identify programs to reward and recognize staff to improve
retention.A continuous commitment to quality is a must! - By
providing the highest level of service to our clients, the Debt
Management department has developed an outstanding reputation in
the industry. Individuals on our team continually strive to improve
their skills and techniques in order to exceed client expectations
and provide value to the credit unions we service.Driven to achieve
member contact - On occasion, members lose contact with their
credit union for a variety of reasons. Our team members must be
driven to re-establish connections with distant members in order to
make contact and resolve delinquency.Attention to the detail - As a
Debt Management representative, all activity and member
communications are documented within the client's collection
platform. Clients utilize this information to determine the
appropriate assistance for a member or course of action to take on
a member's loan. Detailed documentation of every action is a must.A
passion for lowering delinquency - All Debt Management personnel
must strive to look at every members account and assess member
situations in order to achieve a successful conclusion to
delinquency.Qualifications: An individual should demonstrate the
following competencies (in no particular order of importance-they
are all important):Attendance/Punctuality - As a department, we
make thousands of calls each day. We are looking for individuals
that have the ability to meet our strict schedule adherence
policies including having limited unscheduled absences. We dedicate
an individual(s) to each client. If employees aren't working their
scheduled days/times it means their co-workers will have an
increased workload since they weren't here to work their client. If
employees aren't working their scheduled hours/shifts we may not
have capacity to make the necessary calls each day and meet client
expectations.Communication & Listening Skills - Communication is
key, the ability to connect with the member and client are critical
to the success of the department and credit union. Debt Management
team members have direct communication with clients, as well as
with credit union members. Listening skills are crucial to provide
members guidance and determine the appropriate course of action and
collectability of a loan.Organization Skills - Some team members
may be asked to work multiple clients, depending on the volume of
accounts assigned to us by the client. Individuals must possess the
organization skills necessary to balance an account load
effectively.Critical Thinker - Possess the skills to gather and
analyze the right information, using experience and problem solving
to resolve delinquency.Integrity - Integrity is of utmost
importance - it's about doing the right thing, all of the time.We
are an employee-owned company and each individual's decisions have
an impact on the success of the company.Education and/or
ExperienceHigh school diploma or general education degree (GED); or
a minimum of three months related experience and/or training; or
equivalent combination of education and experience.Language
SkillsAbility to read, write and comprehend simple instructions,
short correspondence, and memos.We are always looking for
individuals fluent in other languages.Mathematical SkillsDuring the
collection process, we are working with dollars and cents, possibly
multiplication and division depending on the extent of delinquency
and the payment arrangements necessary to bring the account
current.Computer Skills Type approximately 35 words per minute.
Word and Excel experience is preferred.HoursVary by client and the
time zone that their membership is located in. Two late nights per
week and two Saturdays (split shift; 4 hours Friday and 4 hours
Saturday) per month are required.Supervisory ResponsibilitiesThis
career opportunity does not have supervisory responsibilities, but
when we are looking to fill a supervisory position 100% of internal
job posting have been filled with employees from within the
department or organization.Physical Demands/Work Environment While
performing the duties of this position, the employee is regularly
required to sit; use a keyboard, and talk to members via a hands
free head set.EducationPreferred* High School or
betterBehaviorsRequired* Team Player: Works well as a member of a
group* Enthusiastic: Shows intense and eager enjoyment and
interest* Detail Oriented: Capable of carrying out a given task
with all details necessary to get the task done well* Dedicated:
Devoted to a task or purpose with loyalty or
integrityMotivationsPreferred* Growth Opportunities: Inspired to
perform well by the chance to take on more responsibility* Job
Security: Inspired to perform well by the knowledge that your job
is safe* Goal Completion: Inspired to perform well by the
completion of tasks* Financial: Inspired to perform well by
monetary reimbursement* Ability to Make an Impact: Inspired to
perform well by the ability to contribute to the success of a
project or the organization
Keywords: Lending Solutions Inc, Elgin , PAYMENT REMINDER - Elgin, IL - Customer Service - Start 1/6/21, Other , Elgin, Illinois
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