Work From Home Ridiculously Nice Call Center Representative (Collections)

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Full-time

Americollect is Growing! We are looking for Ridiculously Nice teammates to partner in our mission to change the way collection agencies are viewed.

Work Site Location: Wisconsin

Summary

The primary objective is to assist consumers by helping prioritize their credit life and money management over the phone.

An individual in this position must be able to successfully perform the duties and responsibilities listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Description of the Work Environment

Our culture at Americollect is simple: have fun, work hard, demand improvement of yourself and your teammates, and respect others. These aren’t just words at Americollect. You’ll see this in action everyday. And you’ll be rewarded for it!

We offer competitive benefits including: insurance and flexible spending accounts (FSA), paid time off after only 30 days, retirement plans, casual dress code, flexible work schedules, and more. Americollect was named one of the best companies to work for in collections, nationwide every year since 2009!

Expectations

  • Make outbound calls to and take inbound calls from consumers to collect the accounts they have open in our office
  • Partner with consumer and offer options to help them organize and prioritize their credit life and money management
  • Negotiate repayment terms that work for both the consumer, client and company
  • Obtain and enter accurate demographic or other pertinent information into database
  • Refer accounts to other departments when necessary
  • Utilize a variety of systems and web-based tools to research and resolve consumer concerns
  • Comply with State and Federal Laws governing the collection industry
  • Set accurate individual goals to meet key performance standards to ensure continual growth
  • Review phone calls and receive positive and improvement feedback to help meet individual goals
  • Acquire knowledge on changes related to the database, processes, and dialogue

Preferred Qualifications

  • High School Diploma – Required
  • Previous experience as a collector is a plus but not required, any additional training will be provided.
  • Ability to keyboard 45 wpm. Excellent typing and talking skills.
  • Bilingual Spanish/English a plus
  • Maintain a positive team player attitude
  • Quick thinker
  • Assertive & resilient
  • Pleasant phone voice & positive tone
  • Ability to multi task
  • Great listening skills
  • Sustain high level of confidentiality
  • Maintain team approach guiding fellow teammates to grow as individuals
  • Ability to problem solve and share knowledge with fellow teammates
  • Comply with Americollect Ridiculously Nice dialogue expectations
  • Self accountable, need for little or no supervision

Competencies

  • Integrity
  • Accountability
  • Positive Attitude
  • Adaptability
  • Team Oriented
  • Process Design & Development
  • Consumer Needs, Assessments & Solutions

Training Process for Work From Home Collection

In Office Classroom Training (Weeks 1-6) – Mondays through Fridays 8:30am-5pm 

In Office Post Training Schedule Options (Weeks 6-7) – Mondays through Fridays 8:30am-5pm 

Work from Home Schedule Options (Weeks 7-8 and moving forward) – These will be approved by a Workforce Analyst

  • Mondays, Tuesdays, and Friday from 9am-5:30pm. Wednesdays and Thursdays, 12:30-9pm.
  • Mondays through Fridays from 12:30-9pm. 
  • Four 10-hour shifts from 10:30am-9pm. The off day may not be on a Thursday or Friday.
  • Some combination of the above. Hours must total in 40 hours per week and include 2 nights with hours through 9pm. Late nights must be Tuesday, Wednesday, Thursday or Fridays. (Flexible Schedules must have 5 8 hour shifts with hours starting after 9am unless working a split shift).

*Collectors must meet a set of criteria before transitioning to in-home work arrangement. Approval for transition is to be approved by the employee’s Team Leader.

Some travel to the office may be required on a monthly basis.

Additional Requirements for Work From Home Collection Specialists

Please note that you will be asked to provide the following information to ensure you have all the proper requirements to work from home.

  • MUST reside withing 60 miles of our call center (1851 S. Alverno Rd., Manitowoc, WI 54220.)
  • High Speed Internet is required. Proof of current internet service will be needed.
  • Description of the location in your home you will be working. We want to ensure you have a quiet and private space to work from.

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Americollect will provide all work from home employees with a telephone, headset, monitor, keyboard, and computer. You MUST supply your own high speed internet service, desk, chair and electricity.

It is the policy of Americollect to give an equal opportunity to all qualified persons without regard for race, color, ethnicity, age, sex, sexual orientation, religion, national origin or any other characteristic protected under the law. To deny anyone the opportunity to contribute to our efforts for any reason other than capability to perform a job is an injustice not only to that individual, but to Americollect and the community as well. It is the intent and desire of Americollect that an equal opportunity be offered in employment, wages, promotions, benefits, and all other privileges, conditions, and terms of employment.

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