Client Support Specialist

Description

 This position performs various administrative functions for assigned professional collector and clients. The incumbent provides support in coordinating and securing itemized statements payments, bankruptcy verification, consumer disputes and all related Tele-communications in support of the collection department.  

Principal Accountabilities (Essential Functions)

1) Responsible for answering calls promptly and courteously.

2) Handles consumers coming in to take a payment or discuss their account with collection department.

3) Processes daily mail return and updates collection system.

4) Notes work card with bankruptcy status.

5) Handles all consumers disputes accurately and in a timely manner.

6) Posts payments mailed or reported from client.

7) Handles all correspondence daily that might include the following insurance information, 

consumer dispute’s, special request from consumers, etc.

8) Provides a support function to the collection agency and the sales representatives.

9)  

10) Generates and distributes reports to Collections staff and clients as needed

11) Works with other departments to maintain all appropriate debt collection licenses (including any bonding requirements and state registration requirements)

12) Ensures sufficient internal controls and compliance training are established, reviewed and maintained.

13) Provides presentations and group training on topics related to compliance and organizational policy and procedure.

14) Acts as initial contact and ensures follow through on all company related consumer complaints from all sources.

15) Regularly participates in continuing education programs to stay abreast of changes in the FDCPA, FCRA, GLB and other relevant laws and regulations.

16) Responsible for delivering reports to senior leadership summarizing compliance activities underway, risks identified, and supporting statuses.

17) Listen to phone calls for quality assurance, feedback and evaluation regarding operational and compliance standards

18) Performs other duties as assigned.

Requirements

Demonstrate strong written and verbal communication as well as analytical and critical thinking skills.

Preferred Bachelor’s degree or higher.

Requires experience in collections industry or quality control in a financial industry

Experience working with a collection agency, background screening company, credit reporting agency, debt purchaser or financial industry strongly preferred

Familiarity with requirements of the Fair Debt Collection Practices Act, the Fair Credit Reporting Act, the Telephone Consumer Protection Act, Gramm-Leach-Bliley Act, Electronic Fund Transfer Act, the Dodd-Frank Act as well as other potentially-applicable laws and regulations strongly preferred. 

Ability to learn and integrate new technology quickly7. Ability to perform public speaking proficiently

Contacts and Relationships

Must be able to relate in a professional manner with other employees, customers, managers, and executives of Sarma, as well as auditors, government employees and other external entities.