First Party Collections Representative

Service Corporation International; New Orleans (LA); Hybrid; USD 36,000 - 54,000; Full time

Job summary

Service Corporation International is hiring for a role that focuses on contacting first party past due accounts via phone, chat, and email. The successful candidate will use persuasive communication to discuss delinquent balances, negotiate payment plans, and update customer records, while adhering to PCI compliance and data accuracy.

The position offers a hybrid schedule in New Orleans, LA, with onsite training provided.

Qualifications

• Experience in a call center environment or accounts receivable management.
• Experience with software and maintaining databases preferred.

Responsibilities

• Respond to inbound calls and messages from past due accounts, using persuasive communication to discuss delinquent balances.
• Build rapport and negotiate payment arrangements while overcoming obstacles to payment.
• Update and verify customer contact information and post payments accurately in the system.
• Document outcomes in the database and maintain thorough records of conversations.
• Handle multiple channels (chat, email, phone) and ensure PCI compliant payment processing.

Skills

Persuasive communication

Customer service

Accounts receivable

Call center experience

MS Office

Data entry

Research discrepancies

Education

High School Diploma or GED

Tools

MS Office Outlook

CRM software

Proprietary software

Job description

Our associates celebrate lives. We celebrate our associates.As a persuasive communicator, contact first party past due accounts across multiple communication vehicles. Utilize technology to update customer accounts, post payments, and research customer discrepancies. Upon software and product proficiency as well as consistent key performance indicator achievement, a blended office and work from home schedule may be offered. Service Corporation International provides onsite training.JOB RESPONSIBILITIESApplying assertive and persuasive communication skills, respond to inbound automated dialed first party past due accounts. Quickly build rapport with customers to converse about delinquent balances, understand payment issues, remove customer payment obstacles, and negotiate payment(s). Update customer contact information. Document conversation outcomes in database. Maintain accurate customer records.Accept payments through PCI compliant link. Verify and post payments according to procedures.Research payment issues to corroborate customer’s account issues. Initiate outbound calls to locations to discuss account discrepancies, receivables, or late postings.Converse with multiple customers via chat, email, and phone. Personalize standard communications and send to customer. Maintain accurate records.May utilize skip tracing practices to identify and locate delinquent or defunct account holders.Learning to apply knowledge and skills to the business environment. Works under guidance with work peer reviewed for accuracy, quality, and coaching. Completes routine work following established procedures and complying with regulations and policies; escalates non-routine issues for assistance. Exhibits accountability for behaviors. Ensures compliance with local, state, and federal regulations.Takes the initiative to discuss assignments, expectations, priorities and deadlines as well as seek guidance and coaching from manager. Adjusts effectively to working with a variety of processes, requirements, and cultures.Minimum RequirementsEducation & LicensesHigh School Diploma or GEDExperienceExperience in a call center environment, accounts receivable account management, collections, inside sales, or customer retentionExperience with software and maintaining databases preferredKnowledge, Skills and AbilitiesTechnical ability to quickly learn and become proficient with proprietary softwareMulti-tasking skill set to manage multiple conversations via chat, email and voice channelsPersuasive verbal communication, professional writing, and exceptional listening skillsCognitive ability including reasoning, multi-tasking, comprehend ideas, learn quickly, learn from experience, and appropriately apply learning to new situations.Process and results oriented, motivated to keep projects moving ahead by identifying obstacles to managementMust have a positive attitude, a drive to continually advance your understanding of the industry and business, and highly self-motivatedAbility to build professional and trusting business relationsProficient MS Office OutlookShifts available from 8am to 8 pm CSTPostal Code: 70121Category (Portal Searching): Finance and AccountingJob Location: US-LA - JeffersonWork Location: Hybrid remote in New Orleans, LA 70121