Collectors - Estate Care Specialist

General Description:

Phillips & Cohen Associates, Ltd, the industry leader in compassionate engagement services with offices located throughout the globe, is seeking Estate Care Specialists to join their team. The incumbent will proactively and professionally engage customer representatives to resolve outstanding account balances in a compassionate and thoughtful manner.

PCA has implemented a Hybrid Work Policy. These objectives along with other business considerations including regulator allowance, client approval, risk management, business performance, and employee experience. As such, remote working will remain at the discretion of PCA Senior Management and the Board of Directors.

Responsibilities:

• Effectively communicate with customer representatives in a compassionate, professional, and fair manner to evaluate estate circumstances and work towards timely payment.
• Provide guidance, assistance, and support to customer representatives throughout all stages of the estate/succession process.
• Maintain and manage queue of files in-line with applicable regulations, company procedures, and customer service best practices.
• Respond to and address inquiries from attorneys, executors, administrators and/or estate representatives.
• Provide requested correspondence and/or account documentation and follow-up to ensure receipt.
• Resolve questions, discrepancies and disputes pertaining to outstanding account balances timely and completely.
• Meet defined department goals and activity metrics; achieve minimum requirements on all key performance indicators, including quality assurance and compliance reviews.

Qualifications:

• High-school diploma, or equivalent.
• Experience within debt collections, customer service, or similar phone-based employment preferred.
• Strong communication, problem-solving and analytical skills.
• Ability to work independently and to adapt to a fast-changing environment.
• Proficiency in Microsoft Office, including Excel and Word.
• Experience in a telecommunications environment is preferred but not required.
• Creative, self-disciplined and capable of identifying and completing critical tasks independently and with a sense of urgency.

*Key attributes; Commitment; Compliance; Compassion; Innovation; Professionalism; Charisma; Humility; Self-Starter; Negotiation; Creativity; Focused; Motivated; Fair; Empathetic; Active Listening; Self-Awareness; Maturity; Initiative; Career-minded; Colleague

*Schedule: 2 days 12pm-9pm, 2 days 8am-5pm, 1 rotating Friday 8am-6pm, 1 Saturday per month 8am-12pm