Customer Support Services Phone Specialist

The CSS Phone Specialist is responsible for handling incoming calls and must be able to effectively address complex and escalated consumer concerns. The CSS Phone Specialist must actively listen evaluate all relevant information and apply sound judgment to ensure consumer inquiries are handled appropriately. The CSS Phone Specialist must have excellent communication skills consumer focus and ability to provide appropriate solutions and alternatives. The CSS Phone Specialist must use proprietary systems and multitask effectively. The CSS Phone Specialist is also responsible for appropriately documenting company records and adhering to high call quality standards.

*Must be bilingual (Spanish speaking fluent)

• Respond to high volume of inbound calls.
• Understand and process written consumer documentation as needed to resolve consumer issues
• Identify and escalate issues that may be a risk to the company
• Perform other duties as assigned

MINIMUM REQUIREMENTS

EDUCATION: High School Diploma

FIELD OF STUDY: General Education

EXPERIENCE: 12 years Customer Service and Phones experience

CERTIFICATION(S): Certification(s) required

KNOWLEDGE SKILLS ABILITIES AND OTHER ATTRIBUTES:

• Excellent verbal communication skills
• Effectively able to diffuse escalated situations
• Ability to multitask
• Proficiency with MS Office

PREFERRED QUALIFICATIONS

EDUCATION: Bachelors

FIELD OF STUDY: Business or Related Field

EXPERIENCE: 2 years in Financial Services related field

CERTIFICATION(S): Certification(s) preferred

KNOWLEDGE SKILLS ABILITIES AND OTHER ATTRIBUTES:

• Knowledge of FDCPA FCRA or other regulatory training

If you are wondering why you should work for us here is something to help you decide:

• Pay and Bonuses: Earn a competitive salary. All employees are eligible for uncapped commission or annual bonus incentives.

• Career Progression: Grow at MCM with paid training and development programs including our very own MCM Academy as well as a promotefromwithin philosophy.

• Reward and Recognition: We are committed to honoring great results ranging from informal accolades to formal companywide awards and prizes like allinclusive vacations.

• Tuition Assistance: Pursue a degree or coursework related to your current role or the role you are striving for.

• Healthcare Insurance: Take advantage of comprehensive healthcare plans and options to ensure your continued health plus fitness membership reimbursements weight watchers our wellness rewards Program and more.

• Volunteering Opportunities: Enjoy up to eight hours of paid time off each year to volunteer. We also offer volunteer grants and matching financial donations up to US$ 2500 per employee annually.

• Retirement Savings: Build a strong financial foundation and reach your goals for the future. With all the effort you invest in us were proud to invest in you.

• New Family Support: Celebrate your new arrival with company paid leave new parent flex time and child backup care options.

• Teambuilding: Enjoy experiences that inspire bonds with your colleagues through a wide range of companysponsored teambuilding events such as holiday celebrations and department outings.

• WorkLife Balance: Enjoy paid and floating holidays as well as generous paidtimeoff.

Our compensation and benefits programs were created with an EmployeeFirst Approach focused on supporting developing and recognizing YOU. We offer a wide array of wellness and mental health initiatives support volunteerism and environmental efforts encourage employee education through leadership training skillbuilding and tuition reimbursements and always strive to provide promotion opportunities from within.

About Us

We are more than a specialty finance company providing debt recovery solutions for consumers. We are a global team of over 4000 employees whose daily mission is to empower consumers to begin their path towards financial recovery and build a better life for themselves and their families. We know that the only way to support this mission is by hiring exceptional people who bring a diversity of ideas a collaborative spirit and a passion for attaining breakthrough results. If you are resultsdriven have a passion for helping others and thrive in an innovative environment this might be the right place for you!

Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and value diversity at our company. Qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender perception or identity national origin age marital status protected veteran status or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodation at .