Account Representative

The purpose of the Account Representative role is to manage customer accounts, address inquiries, facilitate payments and negotiate solutions for past due accounts. An Account Representative will work to maintain positive client relationships while ensuring timely and accurate transactions. This role may also collaborate with other internal teams to resolve issues and contribute to overall customer satisfaction.

Essential Functions

• Receive inbound and make outbound calls to customers using company’s dialer platform.
• Resolve accounts as efficiently as possible with a one call resolution goal.
• Effectively set up payment or a payment plan for customer to resolve past due balances and current payments.
• Maintain active contact with customer until account is resolved.
• Assist in answering appropriate overflow ring group calls.
• Assist in calling First Payments as needed.
• Make outbound calls on special projects as needed.
• Other duties as assigned.

Required Education and Experience

• High School Diploma or GED equivalent.
• Prior Collections and/or Customer Experience preferred
• Bilingual (English and Spanish) candidates beneficial
• Ability to define problems, collect data, establish facts, and draw valid conclusions of customer requirements.
• Strong verbal and written communication skills and interpersonal skills with the ability to interact with different groups/individuals in a professional manner
• Strong research and analytical skills, with attention to detail
• Strong problem-solving skills, with the ability to seek out and offer business-oriented and customer-oriented solutions
• Ability to prioritize and handle multiple tasks with a high level of efficiency and flexibility
• Ability to operate various office equipment to include a computer, phone, voicemail, copier, and fax.
• Ability to apply basic mathematical concepts.
• Ability to apply training/instructional methods and procedures appropriate for the situation when learning or teaching new job duties.

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is frequently required to sit, stand, walk, talk or hear, use hands to finger, handle, or touch objects or controls. The employee may occasionally lift, push, or pull up to 20 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• This position is an office-based position where you must be able to sit for long periods of time. The employee will be working on a computer 90% of the time.