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Consumer Support Agent

Phillips & Cohen Associates, Ltd., the global leader in deceased account management with operations in the United States, United Kingdom, Canada, Ireland, Spain, Portugal, Germany, Australia and New Zealand, seeks a Consumer Support Agent for its Wilmington, DE office. Reporting to the Consumer Support Unit Manager, the incumbent will be responsible for receiving, handling and reporting consumer requests, queries and special-handling situations.

Responsibilities:

• Receive and action phone calls from consumers that require a level of special account handling.
• Function as the over-the-phone point of contact for consumers and/or their representatives to address matters pertaining to fraud, balance disputes, validation and substantiation requests, requests for SCRA-relief.
• Review work queue and timely processing of written consumer correspondence related to fraud, balance disputes, identity theft, validation & statement requests, reward-point inquiries, and requests for hardship or SCRA-relief.
• Evaluate complex consumer and account circumstance and apply appropriate judgment-based decisions.
• Access client portals to obtain and deliver account-related documentation, including customer agreements, billing statements and payment histories.
• Investigate and resolve consumer queries in accordance with PCA and client SLA protocols.
• Represent PCA and its clients in a consumer-centric and brand-conscious manner.

Qualifications:

• High School Diploma or equivalent required; college education preferred.
• Two or more (2+) years Administrative or Customer Service experience required.
• Previous experience within a third-party collection agency, particularly in a capacity that has required in-depth exposure and understanding of client standards and expectations is required.
• Experience with MS Office products (primarily Word & Excel) and web-based applications.
• Excellent verbal communication skills; the ability to establish trust and credibility.
• Flexible and able to prioritize workload accordingly to challenging deadlines.
• Ability to work well in a fast-paced and highly regulated environment where attention to detail truly matters.
• Ability to receive and apply constructive, balanced feedback.
• Multi-lingual fluency a plus.

Key attributes; Commitment; Multi-task; Professional; Responsible Compliance; Compassionate; Innovation; Charisma, Confidence, Self-Starter, Leadership, Negotiation, Creativity, Independence, Motivation, Appreciation of Diverse Backgrounds/Experiences; Communication; Listen; Resolve; Fulfill; Investigate; Contracts; Billing Statements; Hardship; Fair; Equitable; Active Listening;

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Night shift
• Weekend availability
• Ability to commute/relocate:

Wilmington, DE 19801: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center: 2 years (Preferred)
• Customer service: 2 years (Preferred)
• Third Party Collection: 2 years (Preferred)