Customer Contact Specialist

BSI Financial Services; Titusville (Crawford County); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Competitive compensation

Full benefits package including medical, dental, and vision

401(k) with company matching

17 days PTO

9 company-paid holidays

Job summary

BSI Financial Services is seeking a Customer Contact Specialist in Titusville, United States, who is enthusiastic about recovering payments on accounts delinquent 1-90 days. This role involves strong communication skills and requires multitasking while handling customer inquiries and account details. Training and certifications in debt collection are provided.

The ideal candidate should have a high school diploma, strong computer skills, and customer service experience. The position operates full-time Monday through Friday, with potential overtime.

Qualifications

• Proficiency with Microsoft Office and Google applications.
• Ability to handle irate customers and work independently.
• Familiarity with the Fair Debt Collection Practices Act (FDCPA).

Responsibilities

• Make outbound collection calls and improve customer relations.
• Handle inbound customer service calls professionally.
• Discuss account details and negotiate payment plans as needed.

Skills

Communication skills

Active listening

Problem solving

Organizational skills

Education

High school diploma or equivalent

Tools

Microsoft Office

Google applications

Job description

Brief Description

We are looking to hire an enthusiastic Customer Contact Specialist to recover payments due on accounts delinquent 1-90 days, as well as ensuring the customers have a positive experience with inbound inquiries. The Specialist will review accounts, ask probing questions, establish the customer's ability to pay, and take steps to resolve the matter. The role requires strong communication skills while multitasking typing notes and speaking to customers. Success depends on being up-to-date with laws, regulations, policies, and procedures related to debt collection in the Mortgage industry. Position training and certifications are provided.

Responsibilities

• Make outbound collection calls in a professional manner while maintaining and improving customer relations.
• Handle inbound customer service calls professionally while maintaining and improving customer relations.
• Discuss account details, answer inquiries, verify contact information, and provide excellent customer service (account balance, escrow changes, etc.).
• Efficiently provide all payment options (Pay by Phone, Web payments, ACH, etc.).
• Identify financial hardships, attribute to account delinquency, and take appropriate action to aid the borrower.
• Negotiate payment plans as needed.
• Provide prompt follow-up on payment arrangements.
• Send E‑Mail correspondence to encourage payment of delinquent accounts.
• Make monthly outbound skip‑trace calls.
• Maintain records of contacts and attempted contacts, and details of conversations and arrangements in required systems.
• Achieve daily goals and availability requirements.
• Ensure compliance with legal requirements and internal policies.
• Respond to e‑mails in a professional manner.
• Adhere to federal and state debt collection laws and regulations.

Qualifications

• High school diploma or equivalent (required).
• Strong computer skills and proficiency with Microsoft Office and Google applications.
• Excellent active listening, problem solving, critical thinking, time‑management, and organizational skills.
• Clear and concise written and verbal communication; outstanding phone etiquette.
• Ability to handle irate customers and work independently with teamwork orientation.
• Strong typing skills; patience, stress management, adaptability, and strong work ethic.
• Familiarity with the Fair Debt Collection Practices Act (FDCPA) and other laws governing debt‑collection practices.
• Customer service experience (preferred), prior debt‑collection experience (preferred), mortgage banking experience (preferred), telecommunication experience (preferred).

Work Environment

This role operates in a professional office environment and routinely uses standard office equipment such as computers, phones, scanners, printers, and photocopiers. The candidate must be able to sit for extended periods of time.

Position Type and Hours

Full‑time. Monday through Friday 12:00 p.m. – 9:00 p.m. EST, plus one Saturday per month 8:00 a.m. – 12:00 p.m. Overtime may be required for business needs.

Education and Experience

High school diploma or equivalent required; knowledge of Microsoft Office and Google applications required. Customer service experience, prior debt‑collection experience, mortgage banking experience, and telecommunication experience are preferred.

Other Duties

Job duties and responsibilities may change at any time with or without notice.

Benefits

• Competitive compensation and full benefits package including medical, dental, and vision.
• 100% company‑paid life insurance and disability coverage.
• 401(k) with company matching.
• 17 days PTO (increases with tenure) and 9 company‑paid holidays.
• Professional, casual work environment and great team culture.

EEO Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.