Call Center Agent

Portnoff Law Associates, Ltd.; King of Prussia (Montgomery County); Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Call Center Agent to join their dynamic team. This role involves being the primary contact for property owners regarding delinquent municipal taxes and fees. Candidates should possess strong verbal communication skills and the ability to negotiate payment terms effectively. The firm values a healthy work-life balance and offers a supportive environment where employees can thrive and advance into leadership roles. If you are passionate about helping others and want to be part of a vibrant team, this opportunity is perfect for you.

Benefits

Health Reimbursement Arrangement

Dental and Vision coverage

401(k) plan with employer match

Paid time off and holidays

Flexible Spending Account

Employee Assistance Program

Free fitness facility

Qualifications

• 1-3 years managing collection claims under FDCPA and FCEUA.
• Effective verbal communication and active listening skills.

Responsibilities

• Respond to inbound calls regarding delinquent taxes and fees.
• Negotiate payment arrangements and document instructions.
• Screen callers for hardship eligibility.

Skills

Verbal Communication

Active Listening

Negotiation

Empathy

Dependability

Fluency in Spanish

Education

High School Diploma or equivalent

Tools

MS Office

Job description

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Position: Call Center Agent

Department: Operations - Legal

FLSA Status: Non-Exempt

Worksite status: Remote (After Successful Completion of 100% On-site Training)

Established in 1989, Portnoff Law Associates, Ltd. is a law firm specializing in the collection of unpaid real estate taxes and municipal utility fees. PLA represents over 200 municipal clients across Pennsylvania, with offices in King of Prussia, Allentown, and Aliquippa.

We seek dynamic candidates passionate about excellence, with strong verbal and written communication skills. Joining PLA means becoming part of a vibrant team committed to serving municipal clients with distinction. Our supportive work environment fosters long-term relationships, with many employees advancing into leadership roles. We also promote a healthy work-life balance.

The primary employment location is our main office in King of Prussia, which offers safe, free parking and easy access via Routes 76 and 202 and public transportation. We offer competitive packages, including benefits like free access to our fitness facility. Join us for a rewarding career!

Role Summary:

The Call Center Agent is the primary contact for property owners regarding delinquent municipal taxes and fees. Responsibilities include responding to inbound calls and voicemails, providing details on unpaid claims, negotiating payment terms, and screening callers for hardship considerations.

Essential Duties and Responsibilities:

• Maintain understanding of and comply with FDCPA, MCTLA, and PLA processes and procedures.
• Handle a high volume of inbound calls and inquiries.
• Return voicemails promptly.
• Evaluate file status and respond appropriately.
• Negotiate payment arrangements, accurately calculate payment amounts, and document instructions.
• Screen callers for hardship eligibility and prepare applications as needed.
• Document call summaries and maintain diary/rediary files.
• Coordinate with legal staff and other departments.
• De-escalate dissatisfied callers, resolve complaints, and redirect as necessary.
• Meet key performance indicators (KPIs).
• Attend scheduled in-office days or as needed.
• Perform other duties as assigned.

Qualifications:

• Confident, clear telephone voice.
• Effective verbal communication and active listening skills.
• Poise, empathy, diplomacy, tact.
• Ability to synthesize information from multiple sources.
• Quick analysis and concise summarization skills.
• Relationship-building skills at all organizational levels.
• Proficiency in MS Office.
• Dependability, strong work ethic, integrity.
• 1-3 years of experience managing collection claims under FDCPA and FCEUA.
• Fluency in Spanish is a plus (additional pay rate).

Education and Experience:

• High School Diploma or equivalent.
• 1-3 years managing collection claims subject to FDCPA and FCEUA.

Compensation and Benefits:

• Salary commensurate with experience.
• Health Reimbursement Arrangement.
• Dental and Vision coverage.
• 401(k) plan with employer match.
• Paid time off and holidays.
• Flexible Spending Account (Section 125).
• Optional supplemental life and STD/LTD insurance.
• Employee Assistance Program.
• Free fitness facility.