POSITION OVERVIEW

The Resolutions Associate is responsible for facilitating customer interactions through multiple communication channels, but predominantly inbound and outbound phone calls. The goal of the customer contact is to resolve unsecured obligations by collecting overdue payments. Using excellent communication skills, the Resolutions Associate establishes rapport and builds trust with customers and third parties, enabling them to establish, negotiate, and maintain repayment plans. This individual thrives in a team environment and has potential to earn monthly bonuses based on performance.

REQUIRED SKILLS, KNOWLEDGE, AND EXPERIENCE

• High School Diploma, GED or equivalent.
• Previous collections, customer service or sales experience.
• Comfortable working in a call center setting is preferred.
• Understanding of collections/legal requirements/recovery activities is a plus.
• Familiar with Microsoft Office Suite; Outlook preferred.
• Ability to communicate effectively in English & Spanish is a plus.

PREFERRED SKILLS, KNOWLEDGE, AND EXPERIENCE

• Upbeat attitude and passion for people.
• Receive feedback and convert it into positive action.
• Excellent verbal and written communication skills, paired with active listening.
• Focused with strong attention to detail.
• Ability to manage high-pressure situations.
• Multi-tasker (listen, type, email, data entry, etc.)

PHYSICAL REQUIREMENTS

Must be able to remain in a stationary position for prolonged periods of time, working on a computer in an office environment.

AMERICANS WITH DISABILITIES ACT

Spring Oaks Capital, LLC encourages diverse candidates to apply. We strive to make the application process accessible to any and all users. Please contact abauer@springoakscapital.com regarding the accessibility of our website or if you need assistance completing the application process. This contact information is for accessibility requests only and cannot be used to inquire about the status of applications.

• Contact customers to discuss overdue payments and encourage a prompt solution.
• Establish rapport with customers to build trusting relationships.
• Initiate and maintain effective communication with third party customers to negotiate payment plans, settle agreements, or suitable arrangements based on their financial situation.
• Respond to customer inquiries, disputes, complaints regarding outstanding balances, providing exceptional customer service, and resolving issues promptly.
• Achieve monthly goals.
• Update customer information, payment records, and any relevant notes in LiveVox and Interprose).
• Expected to maintain a professional and ethical approach with debtors, adhering to confidentiality and privacy guidelines.
• Adhere to all company policies and procedures, as well as State and Federal laws.
• Regular attendance and timeliness is required.
• Performs other duties as assigned.