Customer Service Representative I

United Consumer Financial Services; Westlake (OH); On-site; USD 30,000 - 45,000; Full time

Job summary

United Consumer Financial Services in Westlake, Ohio is looking for a Customer Service Representative in Debt Recovery. You will manage inbound calls, ensure positive customer experiences, and meet collection targets. Strong communication skills and the ability to negotiate payment arrangements are essential. The role requires a high school diploma and experience in collections and call centers. This position typically involves full-time hours and may require evening or weekend shifts.

Qualifications

• 1 year of collections experience required.
• 1 year of call center experience required.
• Knowledge of billing and collections procedures.

Responsibilities

• Manage inbound calls regarding account status and payments.
• Provide accurate information about balances and due dates.
• Document all customer interactions in CRM systems.
• Resolve customer complaints with professionalism.
• Identify delinquent accounts and initiate collection actions.

Skills

Negotiation skills

Mathematical calculations

Effective communication

Multi-tasking

Attention to detail

Computer proficiency

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Job description

Customer Service Representative – Debt Recovery

This role blends customer service excellence with debt recovery responsibilities, ensuring positive customer experiences while meeting collection targets.

Essential Duties & Responsibilities

Representative Level 1

• Manage inbound calls from customers regarding account status, payments, and disputes.
• Provide accurate information about balances, due dates, and payment options.
• Identify delinquent accounts and initiate appropriate collection actions.
• Document all customer interactions in CRM systems.
• Schedule one‑time or recurring payments via EFT or credit/debit cards.
• Resolve customer complaints with empathy and professionalism.
• Recognize specific scenarios to require specific collection questions answered in compliance with the FTCPA.
• Properly request all UCFS collection letters (including Attorney letters).
• Effectively follow all the current KPI’s to ensure calls are answered in a timely manner.
• Work together as a team to achieve departmental goals.
• Use the approved third‑party companies to accept payments and other customer‑service‑collection duties.
• Appropriately request RPC and Accurint reports.
• Effectively use all options available on the Collection and Inquiries system menus.
• Review voicemails and return calls to the customers within 24 hours or the next business day.
• Set up future promise to pay for delinquent accounts.
• Properly process specific customer requests through the flag for review reports.
• Perform additional assignments as required to assist in achieving team and company goals.

Skills & Abilities

• Ability to negotiate payment arrangements on accounts that are delinquent on their first payment.
• Ability to calculate figures and amounts related to settlements on accounts.
• Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Multi‑task in a busy, fast‑paced, sometimes stressful, and noisy environment with frequent interruptions.
• Communicate effectively on the phone and in person for up to 8 hours per day.
• Work effectively with UCFS employees and customers.
• Read, write, and perform mathematical calculations.
• Address detail.
• Understand and follow UCFS policies, procedures, and guidelines.
• Proficiency with a computer, standard office equipment and computer programs, including Microsoft Suite (Outlook, Excel, Word, PowerPoint), Internet/search engine savviness.

Key Performance Indicators

• Average call handling
• Average talk time
• Average wrap time
• Q/A Scores
• Collection numbers
• Contacts Per Hour

Minimum Qualifications

• High school diploma or equivalent required.
• One year collection experience.
• One year call‑center experience.
• Knowledge of billing and collections procedures.
• Pass inbound skills assessment test/acceptable keystrokes.

Working Conditions

This position operates in a professional office environment at UCFS offices in Westlake, Ohio.

This is typically a full‑time position, defined as being scheduled to work up to 40 hours or more per week. UCFS is open for operations 7 days a week, and most holidays. Representatives work Monday through Friday, and may be called upon to work overtime, night‑time, weekend hours (two weekends per month) or permanently change schedules as job duties demand.

• Fast‑paced call center setting.
• High volume of inbound calls.
• May include evenings, weekends, or holiday shifts.
• Performance‑driven with metrics‑based evaluations.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [e-mail], and please be sure to include the title and the location of the position for which you are applying.