Receivables Management Systems (RMS) is currently seeking an Account Manager for our Escalated Call Team to join our growing team! The primary responsibility of the Escalated Call Team is to answer questions, resolve complex customer concerns and be the first point of escalation for all Collection/Customer Service complaints, and incoming dispute calls. This role requires the ability to work with a variety of internal and external business partners and ensure escalated complaints are resolved and remediated in a timely manner. They will answer questions related to all aspect of collections and customer service.
Answering incoming escalated calls. Returning escalated call requests. Resolving customer escalations by providing information requested through verbal and or written correspondence and maintaining records. Identifying root causes and proposing complaint resolution opportunities. Accountable for accurate and timely responses, dispute tracking, and record retention. Answering questions taking consumer payments. Solving problems and investigating/resolving a wide variety of issues for multiple clients
- Associates Degree
- Excellent verbal communication and negotiation skills
- Strong customer service and/or collections background
- Ability to deescalate difficult situations
- Knowledge of FDCPA preferred
If you would like to be considered, please send a resume and cover letter to firstname.lastname@example.org. RMS is a drug free workplace. EOE