Consumer Support Unit - Consumer Support Specialist

General Description:

Phillips & Cohen Associates, Ltd., the global leader in deceased account management with operations in the United States, United Kingdom, Canada, Ireland, Spain, Australia and New Zealand, seeks a Consumer Support Specialist for its Gahanna, OH office. Reporting to the Director of Consumer Support, the incumbent must be a highly driven individual who is passionate about customer service and wants to help others.

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.

Qualifications:

• High School Diploma or equivalent required.

• Administrative or Customer Service experience required (1-3 years in the financial services field preferred).

• 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.

*Key attributes; Commitment; Multi-task; Professional; Responsible Compliance; Compassionate; Innovation; Charisma, Confidence, Self-Starter, Leadership, Negotiation, Creativity, Independence, Motivation, Appreciation of Diverse Backgrounds/Experiences; Communication; Behavior Management; Fair; Equitable

About Phillips & Cohen Associates, Ltd.

PCA provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, disability, marital status, sexual orientation, veteran status, genetic information and any other basis protected by federal, state or local laws

About Phillips & Cohen Associates, Ltd.

PCA provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, disability, marital status, sexual orientation, veteran status, genetic information and any other basis protected by federal, state or local laws and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of our jobs.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.