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Phillips & Cohen Associates, Ltd. · 3 weeks ago

Consumer Support Unit - Consumer Support Specialist

Gahanna, OH, USA

Full-time

Onsite

Entry Level

1+ years exp

Phillips & Cohen Associates, Ltd. is the global leader in deceased account management, seeking a Consumer Support Specialist for its Gahanna, OH office. The role involves evaluating complex consumer and account circumstances, addressing matters related to fraud and balance disputes, and serving as the primary contact for consumers in special situations.

ConsultingCrowdfundingFinancial ServicesInformation Technology

Responsibilities

Evaluate complex consumer and account circumstance and apply appropriate judgment-based decisions. Address matters pertaining to fraud, balance disputes, validation & statement requests

Function as the over-the-phone point of contact for consumers and/or their representative in situations involving special circumstances such as fraud, balance disputes, identity theft, validation & statement requests, and requests for SCRA-relief

Review work queue and timely processing written requests that are in relation to fraud, balance disputes, identity theft, validation & statement requests, requests for SCRA-relief

Promptly and accurately fulfill consumer requests for media or account validation

Represent PCA and its clients in a consumer-centric and brand-conscious manner

Qualification

Customer Service ExperienceFinancial Services KnowledgeMS Office ProficiencyQuality Assurance FocusCommunication SkillsMulti-taskingConstructive Feedback ReceptionCommitmentProfessionalismCompassionWork Under PressureLeadershipNegotiationCreativityMotivationCommunication

Required

High School Diploma or equivalent required

Administrative or Customer Service experience required

Previous experience within a third-party collection agency, particularly in a capacity that has required indepth exposure and understanding of client standards and expectations is required

Experience with MS Office products especially MS Word & Excel

Quality assurance/audit driven, with the ability to manage multiple tasks at once

Excellent Communication skills – both written and verbal

Flexible and ability to prioritize workload accordingly to challenging deadlines

Ability to work well under pressure in a highly regulated environment

Driven to improve the quality of the business through work efforts

Ability to receive and apply constructive, balanced feedback