Call Center hours:
Monday – Friday: 8 am – 10 pm ET
Saturday: 8 am – 1 pm ET
Sunday: 9 am – 2 pm ET
Full time shifts are 8 am - 4 pm or 2 pm - 10 pm.
Part time shifts are available. Students and parents welcome!
*UCFS is closed on New Year's Day, Easter, Thanksgiving, and Christmas Day.
UCFS Customer Service Representatives are responsible for taking calls and making calls to speak with our consumer customers to process payments, handle paid-off accounts, process payment changes, request payment from delinquent accounts and answer customer questions.
REPRESENTATIVE I
- Process inbound/outbound calls on up-to-date, delinquent, closed or charged-off accounts
- Recognize scenarios that require questions be answered in compliance with the Fair Debt Collection Practices Act (FDCPA) and Telephone Consumer Protection Act (TCPA)
- Request UCFS collection letters (including attorney letters)
- Effectively use all options available to Customer Service representatives in UCFS internal systems
- Identify customer disputes and appropriately code disputes for the problem resolution queue
- Negotiate payment arrangements on accounts that become delinquent
- Schedule one time or recurring bank payments and credit/debit card payments
- Perform additional assignments as required to assist in achieving Team and Company goals.
REPRESENTATIVE II
- Cross trained to assist in other departments
- Point of reference for new employees during on-the-job training.
- Ability to negotiate payment plans with customers
- Ability to calculate figures and amounts as they relate to settlements on accounts
- Interpret instructions provided in writing, verbally or in a diagram
- Ability to multi-task in a busy, fast-paced, sometimes stressful and noisy environment with frequent interruptions
- Communicate effectively on the phone and in person for up to 8 hours per day
- Ability to work effectively with UCFS employees and customers
- Ability to read, write and perform mathematical calculations
- Good attention to detail
- Ability to understand and follow UCFS policies, procedures and guidelines.
- Proficiency with a computer, phone systems, standard office equipment, computer programs (Outlook and others) and savvy with Internet search engines.
- High school diploma or equivalent required
- One year collections and/or call center experience a plus
- Knowledge of billing and collections procedures a plus
- Ability to work at least 1+ weekend day per month is a plus.
UCFS employees work Monday - Friday in our office in Westlake, Ohio, and have the ability to work remote one day a week. Weekend employees work remote.
To apply, visit: https://www.ucfs.net/job/customer-service-rep/
Or send an email to: humanresources@ucfs.net
