CSS Phone Specialist

Midland Credit Management; Troy (MI); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Healthcare Insurance

Tuition Assistance

Paid Time Off

Volunteer Time Off

Retirement Savings

Job summary

Encore Capital Group’s Midland Credit Management division is seeking a CSS Phone Specialist to handle a high volume of inbound calls and resolve consumer issues. You will actively listen, document interactions, and escalate risks when needed, while maintaining focus on accuracy and customer outcomes.

The role requires strong communication, ability to diffuse escalations, and proficiency with MS Office, with a commitment to upholding regulatory standards and delivering quality service daily.

Qualifications

• High school diploma required.
• Bachelor’s degree preferred in Business or Related Field.
• 1–2 years of customer service and phone experience.
• Knowledge of FDCPA, FCRA or regulatory training is a plus.

Responsibilities

• Respond to a high volume of inbound calls.
• Understand and process written consumer documentation as needed to resolve issues.
• Identify and escalate issues that may pose risk to the company.
• Document company records and adhere to quality standards.

Skills

Verbal communication

Escalation management

Multitasking

MS Office proficiency

Education

High School Diploma

Bachelor’s degree

Tools

MS Office

Job description

Applicants must have current authorization to work in the United States on a full-time basis.The CSS Phone Specialist is responsible for handling incoming calls and must be able to effectively address complex and escalated consumer concerns. The CSS Phone Specialist must actively listen, evaluate all relevant information, and apply sound judgment to ensure consumer inquiries are handled appropriately. The CSS Phone Specialist must have excellent communication skills, consumer focus, and ability to provide appropriate solutions and alternatives. The CSS Phone Specialist must use proprietary systems and multi-task effectively. The CSS Phone Specialist is also responsible for appropriately documenting company records and adhering to high call quality standards.RESPONSIBILITIESRespond to high volume of inbound calls.Understand and process written consumer documentation as needed to resolve consumer issuesIdentify and escalate issues that may be a risk to the companyPerform other duties, as assignedMINIMUM REQUIREMENTSEDUCATION: High School Diploma FIELD OF STUDY: General EducationEXPERIENCE: 1-2 years Customer Service and Phones experienceKNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:Excellent verbal communication skillsEffectively able to diffuse escalated situationsAbility to multi-taskProficiency with MS OfficePREFERRED QUALIFICATIONSEDUCATION: Bachelor's FIELD OF STUDY: Business or Related FieldEXPERIENCE: • 2+ years in Financial Services related fieldKNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:Knowledge of FDCPA, FCRA or other regulatory trainingIf you are wondering why you should work for us, here is something to help you decide:Pay and Bonuses: Earn a competitive salary. All employees are eligible for monthly incentives or annual bonus.Career Progression: Grow at MCM with paid training and development programs – including our very own MCM Academy – as well as a promote-from-within philosophy.Reward and Recognition: We are committed to honoring great results – ranging from informal accolades to formal company-wide awards and prizes like all-inclusive vacations.Tuition Assistance: Pursue a degree or coursework related to your current role, or the role you are striving for.Healthcare Insurance: Take advantage of comprehensive healthcare plans and options to ensure your continued health, plus fitness membership reimbursements, weight watchers, our wellness rewards Program and more.Volunteering Opportunities: Enjoy up to eight hours of paid time off each year to volunteer. We also offer volunteer grants and matching financial donations, up to US$ 2,500 per employee annually.Retirement Savings: Build a strong financial foundation and reach your goals for the future. With all the effort you invest in us, we’re proud to invest in you.New Family Support: Celebrate your new arrival with company paid leave, new parent flex time, and child back-up care options.Team-building: Enjoy experiences that inspire bonds with your colleagues through a wide range of company-sponsored team-building events, such as holiday celebrations and department outings.Work-Life Balance: Enjoy paid and floating holidays, as well as generous paid-time-off.Our compensation and benefits programs were created with an 'Employee-First Approach' focused on supporting, developing, and recognizing YOU. We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill-building, and tuition reimbursements, and always strive to provide promotion opportunities from within.About UsHeadquartered in the United States, Encore Capital Group (Encore) is a publicly traded international specialty finance company operating in various countries around the globe. Through our businesses - such as Midland Credit Management and Cabot Credit Management - we help consumers to restore their financial health as we further our Mission of creating pathways to economic freedom. Our commitment to building a positive workplace culture and a best-in-class employee experience have earned us accolades including Great Place to Work certifications in many geographies where we operate. If you have a passion for helping others and thrive at a company that values innovation, inclusion and excellence, then Encore Capital Group is the right place for you.Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and are committed to fostering an inclusive and welcoming environment where everyone feels they belong. We encourage candidates from all backgrounds to apply. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other status protected under applicable law. If you wish to discuss potential accommodations related to applying for employment, please contact [e-mail].