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Consumer Advocate x 3 - Tampa, FL 34567 https://a1.snaphire.com/job?jobmc=34567GOOGLE https://a1.snaphire.com/job?jobmc=34567GOOGLE
Careers at PS - Consumer Justice Center Consumer Justice Center
Salary:

Location: Tampa, FL 33607 USA

Type of employment : FULL_TIME

Industry: Hospitality
Department: Operations
Career Level: Hourly
Work Hours: Full-time (Hourly Regular)

Date Posted: 22 Mar 2021

Valid Through: 01 Jan 2022 11:00

Consumer Advocates will interact with members by addressing their needs as it relates to creditor harassment, emails, and website and client portals.  Consumer Advocates must be efficient but effective in overcoming financial challenges as well as someone who may be emotionally overwhelmed. The Consumer Advocate will also collaborate with internal departments so that timely and accurate information can be provided to the member to ensure we meet their expectations and maintain high satisfaction.  

Duties and Responsibilities

  • Provide world class customer service to exceed our members expectations
  • Manage incoming member inquiries through phone call, emails, texts and web portals.
  • Placing and dialing outbound calls to members to address questions or issues needing to be resolved. This includes assigned emails to call members, returning voicemails, and any follow up tasks that are in your work queue
  • Retention; attempting to save any cancellation request by all means and trying to change members mind about opting out of  the program.
  • Thoroughly and efficiently gather information internally and externally to provide timely information to member on program updates, needs and successes
  • Professionally handle member complaints, provide appropriate solutions and alternatives within established timeframe.  
  • Maintain and notate accounts and company database accurately and timely
  • Work with internal teams to ensure performance scorecards are an accurate reflection of our performance, assist in using such data to drive improvements in the business
  • Follow communication procedures, guidelines and policies
  • Referring members to affiliated Debt Settlement programs
  •  

Technical Knowledge, Skills and Abilities:

  • Excellent communication (writing and typing) and active listening skills
  • Customer and Team oriented mindset
  • Ability to multi-task, prioritize, and manage time effectively
  • Ability to navigate multiple windows and use softphone for taking an making phone calls
  • Ability to adapt/respond to diverse customer base and customer issues
  • Strong computer skills (multiple Window environment) including MS Office Suite (Word, Excel, Outlook)
  • Familiarity with CRM systems and practices

Competencies/Behaviors:

  • Driving Results - The ability and motivation to persistently pursue and achieve effective results which drive the business forward
  • Decision Making - The ability to make good judgement using the information available and making effective timely decisions
  • Collaboration & Influencing - The ability to engage, challenge and work effectively with others
  • Stakeholder Impact - The ability to build an effective network of relationships with internal and external customers
  • Supports Change - Willing and able to identify and support change and continuous improvement
  • Technical Proficiency - Demonstrates the required technical knowledge and skills to achieve in their role

Education: High school diploma

Experience:

  • 1-3 years customer support experience or experience as a client service representative, preferably in a related industry e.g. financial services and financial hardship

Planning and Decision Making:

  • Handling or escalating customer  issues as applicable

Security: U.S. Person required (U.S. Citizen or Permanent Resident)

Impact and Scope:

  • Critical resource to ensure responsiveness to customer requests such as bank changes, payment modifications, and securing additional funds for payments and settlements
  • Integral part of the client facing organization Consumer Advocate Team (ADV)

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.  The omission of specific statements does not preclude management from assigning specific duties not listed herein if such duties are a logical assignment to position.

Consumer Advocate x 3 - Tampa, FL

Consumer Advocates will interact with members by addressing their needs as it relates to creditor harassment, emails, and website and client portals.  Consumer Advocates must be efficient but effective in overcoming financial challenges as well as someone who may be emotionally overwhelmed. The Consumer Advocate will also collaborate with internal departments so that timely and accurate information can be provided to the member to ensure we meet their expectations and maintain high satisfaction.  

Duties and Responsibilities

  • Provide world class customer service to exceed our members expectations
  • Manage incoming member inquiries through phone call, emails, texts and web portals.
  • Placing and dialing outbound calls to members to address questions or issues needing to be resolved. This includes assigned emails to call members, returning voicemails, and any follow up tasks that are in your work queue
  • Retention; attempting to save any cancellation request by all means and trying to change members mind about opting out of  the program.
  • Thoroughly and efficiently gather information internally and externally to provide timely information to member on program updates, needs and successes
  • Professionally handle member complaints, provide appropriate solutions and alternatives within established timeframe.  
  • Maintain and notate accounts and company database accurately and timely
  • Work with internal teams to ensure performance scorecards are an accurate reflection of our performance, assist in using such data to drive improvements in the business
  • Follow communication procedures, guidelines and policies
  • Referring members to affiliated Debt Settlement programs
  •  

Technical Knowledge, Skills and Abilities:

  • Excellent communication (writing and typing) and active listening skills
  • Customer and Team oriented mindset
  • Ability to multi-task, prioritize, and manage time effectively
  • Ability to navigate multiple windows and use softphone for taking an making phone calls
  • Ability to adapt/respond to diverse customer base and customer issues
  • Strong computer skills (multiple Window environment) including MS Office Suite (Word, Excel, Outlook)
  • Familiarity with CRM systems and practices

Competencies/Behaviors:

  • Driving Results - The ability and motivation to persistently pursue and achieve effective results which drive the business forward
  • Decision Making - The ability to make good judgement using the information available and making effective timely decisions
  • Collaboration & Influencing - The ability to engage, challenge and work effectively with others
  • Stakeholder Impact - The ability to build an effective network of relationships with internal and external customers
  • Supports Change - Willing and able to identify and support change and continuous improvement
  • Technical Proficiency - Demonstrates the required technical knowledge and skills to achieve in their role

Education: High school diploma

Experience:

  • 1-3 years customer support experience or experience as a client service representative, preferably in a related industry e.g. financial services and financial hardship

Planning and Decision Making:

  • Handling or escalating customer  issues as applicable

Security: U.S. Person required (U.S. Citizen or Permanent Resident)

Impact and Scope:

  • Critical resource to ensure responsiveness to customer requests such as bank changes, payment modifications, and securing additional funds for payments and settlements
  • Integral part of the client facing organization Consumer Advocate Team (ADV)

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.  The omission of specific statements does not preclude management from assigning specific duties not listed herein if such duties are a logical assignment to position.

Job Details

Reference # 34567
Posted on 22 Mar 2021
Closes on 01 Jan 2022 11:00
Location(s) Tampa, FL
Department Operations
Career level Hourly
Hours/Status Full-time (Hourly Regular)
Pay range ($low)
Pay range ($high)
More details (document)
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