Manager Assistance Unit Specialist

Job Details

Job Location

Boca Raton - BOCA RATON, FL

Position Type

Full Time

Job Shift

Day

Job Category

Operations

Description

Position: Manager Assistance Unit Specialist

Location: Boca Raton, FL

Position Summary: The Managers Assist Unit Specialist (MAU) will be responsible for handling escalation calls for collections, customer service, and order management departments. This role is a liaison role between front line phone reps and the unit supervisors. MAU specialists are a cross-functional subject matter expert that provides interdepartmental support within the organization's lines of business. The MAU will be cross-trained for all departments in Operations to ensure they have the proper knowledge to manage all escalations. Administrative functions include processing bankruptcy requests, managing chargebacks, and managing credit disputes through e-OSCAR.

Responsibilities:

• Taking customer escalation calls from all departments (Collections, customer service, and order management) Analyzes customer history and works with customers to resolve their issues, and/or recommend an appropriate solution while providing "best-in-class" customer service.
• Responds to all inquiries consistent with confidentiality and privacy policies.
• Attend meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems.
• Meets Quality Assurance (QA) and other key performance metrics.
• Must perform with the highest level of attention to detail for data input, analysis and managing information.
• Must be punctual and maintain excellent attendance in line with Operations attendance policy.
• Investigate potential fraud and failed delivery claims.
• Assist in the processing of returned items (verify receipt and testing prior to issuing credit).
• Assists the manager with daily operation of the call center including the development, analyses, and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.
• Provides continual evaluation of processes and procedures. Suggest methods for improvements.
• Validate or update reporting of consumer debt in e-OSCAR using the AUD process.
• Retain evidence of the credit bureau dispute investigation, as required by FCRA.
• May be required to communicate with consumers and/or originators directly to obtain additional information to aid in credit dispute or ID Theft analyses.
• Manages all communications both internal and external with respect to bankruptcy (i.e. Bankruptcy Attorneys, Paralegals, Bankruptcy Trustees).
• Review, prepare and file proof of Claims electronically on new Chapter 13 Bankruptcy filings.
• Daily monitoring and update of all new bankruptcy filings discharges, and dismissals.
• Maintains systems and database tracking records of bankruptcy accounts.
• Maintains and posts all Bankruptcy Trustee payments/credits to internal systems from accounting on all bankruptcy disbursements from courts.
• Research and resolve credit bureau disputes per department procedures.

Qualifications

Qualifications:

• 1-2 years' experience in customer service, collections, or order management.
• Demonstrated ability to handle escalated situations and resolve complex issues with a high focus on positive customer experience and effective contact resolution.
• Demonstrated ability to deescalate customer problems finding a suitable outcome for both the company and the customers.
• Exhibits the highest levels of professionalism and integrity.
• Willingness to work flexible schedules include nights weekends and holidays.
• Prior experience in a fast-paced customer service environment.
• Excellent written and verbal communications skill

Desired Competencies:

• Teamwork collaboration skills are essential.

• Adaptability Adjust to new situations quickly and tackle challenges these situations present.
• Outstanding customer service is essential part of this role.

Desired Education/Experience:

• Bachelor's Degree or combination of education and experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions preferred.
• 3+ years' experience in one or more of the following areas: Banking, Collections, Loss Mitigation, Payday loans/lending.
• Good working knowledge of FDCPA, CFPB Servicing Guidelines and state regulations related to debt collection practices.
• Ability to be a role model and consistently exhibit the highest levels of professionalism and integrity.
• Willingness to work flexible schedules include nights, weekends, holidays.
• Excellent written and verbal communication skills
• Demonstrated critical thinking skills and people skills.
• Excellent Customer Service skills
• Extremely Detail-Oriented
• A Strong Sense of Urgency with the ability to multitask.
• Experience with process improvement.

Other Duties:This job may require frequent sitting or standing for long periods of time. This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned to meet the needs of the organization.

Work Authorization:Must be able to verify identity and employment eligibility to work in the U.S.

[EOE/M/F/D/V. Drug-free workplace.]

Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information.