Operations Support Representative | DR Evergreen

POSITION SUMMARY:

The Operations Support Representative is responsible for assisting the back-office departments for operations in the review and analysis of accounts and preparing documents, as well as, updating systems and documentation.

ESSENTIAL FUNCTIONS:

• Organizes and updates supporting documentation to be mailed.
• Reviews and works department emails.
• Assists in audits, reviewing criteria and following up as needed.
• Reviews and processes documents received via mail, fax, email, or web as outlined by established department procedures.
• Gathers documents from external client systems to fulfill consumer copy requests.
• Follows established department procedures as outlined in the department manual.
• Maintains clear, concise and accurate documentation of all action taken on consumer accounts.
• Maintains knowledge and compliance with all FDCPA and state laws.
• Communicates in writing and verbally (in person and/or via phone) with supervisors, managers, co-workers, clients, and upon occasion, consumers.
• Comprehends and executes verbal and written directions from supervisors and managers.
• Frequently reads and interprets information in written and electronic form regarding clients, consumers, policy and procedures, regulatory updates, and company memos. 
• Participates in various problem solving and decision-making activities requiring skills such as listening, speaking, reading, writing, analyzing, basic math, independent thinking, organization, prioritizing, planning and delegating.
• Operates various equipment and systems requiring manual and visual dexterity and hand/eye coordination (i.e. typing and keyboarding).

• Completes additional tasks and responsibilities as directed by department supervisor.

QUALIFICATIONS:

• Minimum of 1+ years in a customer service position required, collections experience preferred.
• Advanced proficiency in Spanish and English (writing/reading/speaking) is required.
• Strong interpersonal and verbal communication skills.
• Experience working with Microsoft Office (Word, Excel, Outlook) is preferred.
• Must have a strong attention to detail and are highly organized.
• Strict adherence to confidentiality and high ethical standards.
• Basic math and writing skills.
• Successful completion of a company sponsored two-week training program.
• Receptive to feedback, willing to learn, embracing continuous improvement and resilient.
• Ability to maintain a predictable and consistent full-time work schedule.

EDUCATION REQUIREMENTS:

• High School Diploma or equivalent required, some college preferred.