Customer Service Specialist/Call Center Lead

This position requires to be onsite at the Boca Raton office 5 days a week and flexibility to work nights, weekends and holidays.

A growing innovative FinTech, eCommerce company, that provides brand name durable goods to consumers on a lease-to-own (LTO) basis through its ecommerce marketplace and LTO payment method. It also provides LTO technology platforms to retailers and e-tailers to enter transactions with consumers who want to obtain durable goods, but do not have the available cash or credit.

The Customer Service Specialist lead will be responsible for handling escalation calls for collections, customer service, and order management departments. This role is a liaison role between front line phone reps and the unit supervisors. The specialists are a cross-functional subject matter expert that provides interdepartmental support within the organization’s lines of business. The MAU will be cross-trained for all departments in Operations to ensure they have the proper knowledge to manage all escalations. Administrative functions include processing bankruptcy requests, managing chargebacks, and managing credit disputes through e-OSCAR.

• Taking customer escalation calls from all departments (Collections, customer service, and order management) Analyzes customer history and works with customers to resolve their issues, and/or recommend an appropriate solution while providing "best-in-class" customer service.
• Responds to all inquiries consistent with confidentiality and privacy policies.
• Attend meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems.

• Assist in the processing of returned items (verify receipt and testing prior to issuing credit).
• Assists the manager with daily operation of the call center including the development, analyses, and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.

• Validate or update reporting of consumer debt in e-OSCAR using the AUD process.
• Retain evidence of the credit bureau dispute investigation, as required by FCRA.

• Manages all communications both internal and external with respect to bankruptcy (i.e. Bankruptcy Attorneys, Paralegals, Bankruptcy Trustees).
• Review, prepare and file proof of Claims electronically on new Chapter 13 Bankruptcy filings.
• Daily monitoring and update of all new bankruptcy filings discharges, and dismissals

Qualifications:

• 1-2 years’ experience in customer service, collections, or order management in a Supervisory call center environment.

• Demonstrated ability to handle escalated situations and resolve complex issues with a high focus on positive customer experience and effective contact resolution.

• Demonstrated ability to deescalate customer problems finding a suitable outcome for both the company and the customers.

Work Experience:

• Combination of education and experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions preferred.
• 3+ years’ experience in one or more of the following areas: Customer Banking, Collections, Loss Mitigation, Payday loans/lending.
• Good working knowledge of FDCPA, CFPB Servicing Guidelines and state regulations related to debt collection practices.
• Ability to be a role model and consistently exhibit the highest levels of professionalism and integrity.
• Willingness to work flexible schedules include nights, weekends, holidays.
• Excellent written and verbal communication skills
• Demonstrated critical thinking skills and people skills.
• Excellent Customer Service skills
• Extremely Detail-Oriented
• A Strong Sense of Urgency with the ability to multitask.
• Experience with process improvement.