Customer Service Representative

Position summary: The Customer Service Representative is responsible for optimizing the collection operations of the Company’s loan portfolio by tracking and interfacing with delinquent borrowers and working toward solutions which are mutually beneficial to the Company and the borrower. In instances where borrowers are unable or unwilling to work toward a mutually beneficial solution, the Resolution Specialist shall take all reasonable and necessary legal steps to collect debts owed to the Company.

Core objective: The Customer Service Representative is responsible for reducing the amount of delinquent loans as a percentage of the Company’s loan portfolio.

Position responsibilities:

• Interface with Portfolio Administrator to coordinate plan of action for communicating with delinquent borrowers
• Manage and keep current the database of delinquent borrowers with regard to amounts owed, employment status, contact information and other relevant data
• Understand and comply with all federal and state laws regarding debt collection
• Proactively initiate communication with delinquent borrowers via personal and work phone, email, regular mail and other relevant channels
• Locate delinquent borrowers using credit bureau information, background checks, loan documents, and other relevant paperwork or databases
• Gain understanding of borrowers’ situations to help determine feasibility of collection. Offer assistance to borrowers in the form of referral to debt counselors
• Help borrowers understand the binding nature of the loan agreement and benefit of working to repay the funds to which the Company is legally entitled
• Pursue and manage legal action on the Company’s behalf in a timely manner when required
• Represent the Company at legal proceedings when required to preserve the Company’s legal rights to collect on debts owed

Essential skills and experience:

• Excellent interpersonal and communication skills
• Strong analytic and negotiating skills
• Familiarity with loan industry in general and collections in particular
• Customer service

Reporting to this position: N/A

Job Type: Full-time

Salary: $11.00 to $13.00 /hour

Experience:

• Customer Service: 1 year (Required)

Job Location:

• Boise, ID 83702 (Required)