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Customer Experience Representative I

BCA Financial Services Inc. is looking for a full-time Customer Experience Representative I.  The Representative provides excellent service and support to the Collection department, consistent with the philosophy, policies, procedures and goals of the company and creditors served. 

Essential Functions  

Identify and assess customers’ needs to achieve satisfaction by processing voicemail and/or written correspondence, complaints and disputes

Gather records from all relevant sources pertinent to specific inquiries and matters; review them for completeness and accuracy and position accounts for appropriate and timely follow-up

Identify and resolve problems in a timely manner, develop alternative solutions, use reason even when dealing with emotional situations

Review and analyze accounts by examining historical data, evaluating past efforts, using intuition and utilizing information received in a variety of formats (i.e. written, verbal, etc.) and from a variety of sources (i.e. consumer, consumer’s representatives, Credit Reporting Agencies, regulatory entities, etc.)

Answer all inquiries from consumers promptly; attempt to resolve consumer concerns by inquiring as to specifics of issues and clarifying information where necessary 

Verify and/or obtain updated demographics on each contact

Assist callers by quickly determining the caller’s needs and accurately directing calls to the appropriate personnel and/or department.  Communicate efficiently and effectively in obtaining, giving and exchanging information.

Process incoming and outgoing mail; receives and distributes incoming mail; interoffice mail; and assembles mail and other items

Use relevant information and individual judgment to determine whether events or processes comply with company and client expectations as well as all relevant local, state and federal regulations

Maintain established productivity standards and meet performance standards on a consistent basis

Communicate orally and in writing with consumers, third parties, clients, management and co-workers in face-to-face, one-on-one and group settings

Pursue training and development opportunities; strive to continuously build knowledge and skills, share expertise with others

Maintain a neat, organized and secure work area in compliance with regulations set out by the Health Insurance Portability and Accountability Act (HIPAA)

Adapt to change in the work environment, manage competing demands, change approach or method to best fit the situation, deal with frequent change in regulatory environment, managed delays or unexpected events, quickly adjust to needs of a growing company and the evolving needs and expectations of creditor clients

Update and maintain records of all communications, to include action taken and next steps

Update information systems accurately and timely

Communicate trends and concerns

Demonstrate a strong working knowledge of the Health Insurance Portability and Accountability Act (HIPAA), Fair Debt Collections Practices Act (FDCPA), Florida Consumer Collections Practices Act (FCCPA), Fair Credit Reporting Act (FCRA), Consumer Financial Protection Bureau (CFPB) rules, and all other statutes, laws and regulations pertinent to the collection industry as well as industries served

Assist in special projects and perform other duties at the discretion of leadership

Use discretion in handling confidential matters

Job Requirements

Qualifications

High school diploma or equivalent

Minimum of 1 – 2 years of customer service experience

Passion for customer service and ability to energize others

Demonstrated track record of working in a team environment

Strong interpersonal and communication skills

Demonstrated flexibility to adapt to shifting demands and competing priorities

Exceptional reading, writing, and oral communication skills

About the Company
BCA Financial Services, Inc. has over sixty-five years of successful experience, professionally serving the receivable management needs of the healthcare, commercial and retail sectors.  BCA provides an array of customizable accounts receivable management solutions enabling clients to gain control of their accounts receivable, maximize cash flow, reduce days revenue outstanding and bad debt expense, while improving public relations and customer satisfaction.

Salary & Benefits

  • Competitive pay
  • Rewarding career opportunities
  • Medical, Dental, Vision, and Life
  • Paid Holidays and Paid Time Off
  • Beautiful office park with gym and bistro on site
  • Business casual workplace
  • Comprehensive training and mentoring programs

EOE.

 

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