Remote Inbound Customer Service Specialist

Resurgent Capital Services; United States; On-site; USD 27,552 - 28,929; Full time

Benefits offered by this job

Competitive hourly pay

Monthly bonus

Comprehensive healthcare benefits

401(k) with company contributions

Tuition reimbursement

Job summary

Resurgent Capital Services is seeking an Inbound Customer Service Representative to assist account owners and authorized individuals by resolving accounts via phone and online communication. The role focuses on negotiation and resolution using strong communication and organizational skills.

The position expects calm, empathetic interaction, accurate documentation, and adherence to policies while handling diverse accounts.

Qualifications

• Experience in customer service, finance/mortgage collections, or related fields with emphasis on call center experience.
• Ability to remain calm and objective during potentially emotional customer conversations with effective communication and empathy.
• Quick learning ability to utilize and convey a vast amount of knowledge to a diverse account base.
• Flexibility concerning job functions and scheduling.
• Ability to maintain confidential information.
• Excellent comprehension and cognitive skills to determine appropriate resolutions and communicate them to customers.
• Strong integrity with excellent work ethic.
• Detail‑oriented, analytical, and highly organized.
• Ability to work independently with minimal supervision.
• Computer proficiency in MS Office applications and efficient typing skills.
• Must become company certified in compliance with FDCP.

Responsibilities

• Identify and execute actions regarding assigned skills while adhering to state and federal laws.
• Maintain quality assurance and internal quality scores to ensure company standards are met, achieving at least 97% in each category including Quality Assurance Inbound Audit, CS Internal audits, CS Inbound, Ensure Customer Made Aware of All Accounts, SODI, and Out of Statute Verbal Dispute Tab.
• Identify and execute actions regarding information received on Resurgent accounts.
• Maintain levels of productivity and efficiency to meet company standards.
• Use investigation skills to evaluate conversations and documents, determining proper call model procedures and solutions such as status updates, call routing, notations, and follow‑up.
• Collect payments when appropriate.
• Maintain integrity and accuracy of reporting information through manual updates and documentation.
• Perform administrative duties as assigned.
• Handle job responsibilities by providing accurate information promptly.

Skills

Customer service

Finance/Mortgage collections

Call center experience

Communication

Empathy

Education

High-school diploma or equivalent

Bilingual (Spanish) a plus

Tools

MS Office

Typing

Job description

Resurgent Capital Services is seeking an Inbound Customer Service Representative to assist account owners and authorized individuals by resolving accounts via phone and online communication. The role focuses on negotiation and resolution using strong communication and organizational skills.

The position expects calm, empathetic interaction, accurate documentation, and adherence to policies while handling diverse accounts.