Call Center Associate

Summary:

The Call Center Associate will take direction from their manager and will assist with calls, emails, and various tasks to support the case teams. More specifically, this individual will be responsible for understanding Chapter 11 procedures, the public case websites, and case specific information in order to communicate to creditors, vendors, and other pertinent callers.

Essential Duties and Responsibilities

1. Interact with case teams and management for information on assigned cases
2. Interact with various creditors, vendors, customers
3. Familiarize and seek updated information for each case to communicate to callers
4. Research and understand general case information from public case websites
5. Review court filings and updated claim information such as modifications, approvals, extensions, and motions to understand case status changes
6. Provide support to creditors by accurately responding to inquiries received via phone, email, chat, or mail, related to basic case information/status, claims, solicitation, and/or distributions
7. Handle inbound and outbound calls and de-escalate situations involving dissatisfied customers, creditors, vendors, and other callers
8. Guide callers through troubleshooting, navigating company/case site, and filing claims, if needed
9. Collaborate in a team environment to improve communication services
10. Submit and maintain call logs for reporting purposes
11. Other projects or tasks as needed

Education and/or Work Experience Requirements

• High school diploma or General Education Development (GED) certificate required; Bachelor’s Degree preferred
• Bilingual Spanish preferred
• Call center and customer service experience preferred
• Legal and or bankruptcy experience preferred
• Strong communication skills, both verbal and written
• Great active listening skills with patient, empathetic attitude
• Exceptional interpersonal and rapport building skills
• Strong time management and organizational skills
• Phone and computer literacy including familiarity with multi-line phone systems