Call Center Representative – Quality Service Associate

Conserve; Village of Fairport (NY); Remote; USD 28,000 - 29,000; Full time

Benefits offered by this job

Benefits package

Monthly bonus opportunity

Flexible schedules

Growth opportunities

Top workplace awards

Ethics Torch Award

Job summary

ConServe is seeking a Call Center Representative – Quality Service Associate (Job ID 2453) to manage delinquent accounts in a fast-paced remote setting. You will use a consultative approach to resolve balances while upholding quality standards.

The role pays $20.00–$21.00 per hour and includes a benefits package, with growth opportunities. Requires a high school diploma or GED, strong English skills, and the ability to meet daily goals while maintaining confidentiality and security clearances.

Qualifications

• High School Diploma or GED required; associate's or bachelor's degree preferred.
• Must be able to work an 8-hour shift within 8:00 am–9:00 pm EST.
• Fluent in conversational English; able to read/write English.
• Strong verbal communication; able to listen, persuade, negotiate and resolve.
• Intermediate computer skills to document calls and navigate software/databases.
• Strong organizational and time management skills.
• Attention to detail; able to work independently and with others.
• Ability to obtain Government Security Clearance and State Collections Licensure.
• US Citizenship or lawful permanent resident with 3+ years in the United States.
• No conflicts of interest with ConServe or clients.

Responsibilities

• Obtain information from Consumers to determine financial situation and solutions.
• Provide solutions to resolve obligations administratively or voluntarily.
• Gather documentation and maintain follow-up.
• Meet daily, weekly and monthly goals as set by management.
• Maintain an acceptable call volume and complete accounts as assigned.
• Aim for high customer satisfaction as measured by surveys.
• Record maintenance in the system to maximize contacts.
• Skip-tracing to locate and contact consumers and businesses.
• Adhere to ConServe’s Quality Management System, Code of Conduct, and Compliance Program.

Skills

Customer service

Communication

Computer skills

Time management

Attention to detail

Team collaboration

Discretion/confidentiality

Security clearance

US immigration status

No conflicts of interest

Education

High School Diploma or GED

Associates or Bachelor’s Degree preferred

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Call Center Rep - Quality Service Associate 2453

Salary Range: $20.00 To $21.00 Hourly

**Please note, we are set up to hire employees in these states: Alabama, Florida, Georgia, Missouri, North Carolina, South Carolina, North Dakota, Tennessee, Texas, Virginia, Upstate NY, Finger Lakes/Southern Tier, NY and Rochester & Buffalo, NY areas. This is a remote work opportunity.

For 40 years, ConServe has been a leading provider of accounts receivable management and collection services specializing in customized solutions for colleges and universities, guaranty agencies, private lenders, credit unions and government contracts.

We are based on the simple principle that helping people fulfill their obligations, in ways that preserve their dignity, enhances self-confidence and empowers them with a sense of control. At ConServe, we call it Fostering Financial Freedom®. We take great pride in being a team of the right people, doing the right thing, at the right time, the right way.

Why join us?

• Award-winning benefits packages
• monthly bonus opportunity
• Flexible schedules
• Growth opportunities
• Repeatedly named one of the Best Places to Work in Collections
• Two-time recipient of the Better Business Bureau’s Torch Award for Ethics

O*NET: 43-3011.00, 13-2071.00, 43-4051.00, 41-3031.02

Position Summary:

Our Quality Service Associates manage and collect delinquent accounts. Our consultative approach helps identify the most suitable way to resolve a balance in the best interest of all parties. Due to the competitive nature of these contracts, it is imperative ConServe locates experienced, professional individuals who are customer-focused, enthusiastic, detail-oriented and able to work in a fast-paced environment or remote work environment.

Essential Duties & Responsibilities:

• Obtain information from Consumers in order to determine current financial situation and determine solutions
• Provide solutions to Consumers to enable them to resolve their obligation administratively or voluntarily
• Gather proper documentation from Consumers and maintain appropriate follow-up
• Meet daily, weekly and monthly goals as set by management at ConServe
• Daily Productivity – Work a specified number of accounts/cases daily and maintain an acceptable volume of phone calls as assigned to the position by Management.
• Achieve a high level of customer satisfaction which is measured by compliments and a customer satisfaction survey provided to each consumer at the end of their call.
• Record Maintenance – proper management & updating of system to maximize contacts
• Skip-Tracing – to assist in locating & contacting consumers and businesses
• Adherence to ConServe’s Blueprint Quality Management System, Code of Conduct, and Compliance Program

Non-Essential Duties & Responsibilities:

• Other duties as assigned

Education Requirement:

• High School Diploma or GED
• Associates or Bachelor’s Degree preferred

Skills/ Requirements:

• The ability to work an 8 hour shift, Monday through Friday between the hours of 8:00 am EST and 9:00 pm EST.
• Fluent in conversational English and ability to proficiently read and write English
• Strong verbal communication skills with the ability to listen, persuade, negotiate and obtain resolution
• Intermediate Computer skills to document calls and navigate software packages, databases and the internet
• Strong organizational and time management skills
• Attention to detail
• Ability to act independently to resolve problems
• Motivation to learn
• Ability to work in a positive, collaborative manner with coworkers
• Ability and history of maintaining confidentiality and high level of trustworthiness
• Ability and history of interacting well with team members and customers in a professional manner while maintaining a safe work environment
• Ability to obtain and maintain Government Security Clearance
• Ability to obtain and maintain State Collections Licensure
• U.S. Citizenship or lawful Permanent Resident alien with three or more years as a permanent resident in the United States
• No conflicts of interest with ConServe or our Clients

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job except for periodic breaks pursuant to applicable law.

• Occasionally lift and/or move up to 25 pounds.
• Ability to sit or remain sedentary for your entire work shift (8, 9, or 10 hour shift)
• Ability to talk and listen on a phone for your entire work shift (8, 9, or 10 hour shift)
• Ability to type on a computer for your entire work shift (8, 9, or 10 hour shift)

Reasonable accommodations may be made to the extent required under applicable law to enable individuals with disabilities to perform the essential functions of this position.

MISSION STATEMENT:

ConServe is dedicated to satisfying the needs of our Clients in a manner consistent with improving the human condition, and that will foster the development of long term mutually beneficial relationships with our Clients, our Employees, our Suppliers and Business Partners and the Community as a whole.

Disclaimer: The above job description is not a contractual or binding document; it is provided as a guide to the types of duties required to be undertaken. Duties may vary from time to time and this description is subject to review. Modifications will be made as needed to support changes in the business climate and requirements.

Continental Service Group, LLC., d/b/a ConServe endeavors to make www.conserve-arm.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact our Recruiting Department at: 585-421-1000, option 7 or by emailing: [e-mail].

Qualified applicants will receive consideration for employment regardless of age, race, color, religion, national origin, sex, sexual orientation, gender, gender identity/expression, genetic disposition, genetic markers/carrier status, disability, creed, veteran status, military status, status as a victim of domestic violence, marital status, familial status, pregnancy, childbirth and related medical conditions, and disability, conviction (limited) or other legally protected status.

ConServe is a Drug Free Workplace