Customer Service

Pre Estate Collector

Permanent

Everstaff

JOB SUMMARY
Control and maintain an account queue that consists of accounts for which estates have not (yet) been identified and for which surviving family must be contacted for information regarding the decedent. Responsible for resolution of each account in the queue through telephone discussions and/or written correspondence with appropriate family members, under the direction of the Pre Estate Division Manager.


ESSENTIAL FUNCTIONS AND BASIC DUTIES
  1. Act as a liaison between clients and appropriately identify family members regarding account resolution.
  2. Address customer questions and concerns regarding the decedent’s account.
  3. Work directly from a daily work list or assigned queue consisting of accounts specifically assigned to an agent.
  4. Maintain an average of 85 – 100 outbound calls per day.
  5. Handle incoming calls.
  6. Request, as necessary, account documents such as statements or applications from clients for review.
  7. Negotiate payment to bring final resolution to account balance.
  8. Arrange methods of payment of account balance with appropriately identified family members who wish to resolve accounts through voluntary payment (s).
  9. Work within a team structure in order to achieve performance and production goals.
  10. Meet and/or exceed individual monthly expected compliance requirements as determined.


JOB QUALIFICATIONS
  • Intermediate knowledge of computer functions and data entry.
  • Basic telephone operation skills.
  • Ability to operate a basic skill level calculator.
  • Working knowledge of the Fair Debt Collection Practices Act and its application to probate recoveries.
  • Ability to make independent decisions.
  • Ability to be persuasive and/or negotiate resolution of accounts.



WORK ENVIRONMENT
 All work for this position is performed on site at. Each employee is assigned a work space that encompasses an office cubicle, desk, swivel chair, and technical equipment needed to perform the duties. The temperature range of the production area is maintained at a normal standard. Extensive time in a seated position is required. There is no excessive lifting, pushing, reaching, pulling or related physical requirements to perform the essential functions of this position.

REASONABLE ACCOMMODATION
 Will provide a reasonable accommodation to the work environment to enable an employee to accomplish the Essential Functions and Basic Duties of the position.