Job Description

Loyalty Specialist I (Collection Call Center Role) | 100% In Office (Henderson, NV)

General Summary

The Collection Specialist I provides support to EMPLOYERS’ customers, both internal and external, via inbound and outbound calls and e-mails. The Collection Specialist I is motivated to maintain customer satisfaction and contribute to the organizations success by resolving any emerging issues a customer might face with accuracy and efficiency.

Essential Duties and Responsibilities

Customer Experience

• Deliver an exceptional customer experience while answering calls, emails, or chats from a minimum of 4 workgroups. Provide information, answer questions and offer or facilitate resolution to customer inquiries.
• Provide accurate information to customers of assigned groups in accordance with company policies and department guidelines.
• Defuse situations through research, customer education and exploring alternative solutions.
• Demonstrate listening skills while exhibiting good customer service, persistence, and respect to promote ease of doing business with EMPLOYERS and a reputation of integrity.

Process and Procedure

• Be familiar with and effectively utilize all collection remedies (cancelation dates, One-time ACH, auto deducts, credit card payments, etc.) within policy to get an account current.
• Act in accordance with policies, procedures, statutes, and state laws, as applicable.
• Research balances and works with multiple departments within EMPLOYERS to resolve discrepancies for the customer to prevent company risks/loss.
• Formulates specific recommendations pertaining to the allocation of funds.
• Payment arrangements may be negotiated to minimize loss to the organization. In addition, this role protects the financial interests by communicating with members, non-members and/or external third parties to collect and resolve delinquent accounts.
• Process requests for forms and applications.
• Process reinstatements, refunds, and credits.
• Follow up on customer communications via phone, email, or chat.
• Assist clients with registering and navigating EMPLOYERS online systems.
• Route calls when necessary to appropriate resources.

Functional and Technical

• Display basic knowledge and competency in assigned workgroup(s).
• Meet performance and quality standards.
• Recognize and alert management of trends in customer calls and emails.
• Utilize internal and external resources to improve knowledge and skill base.
• Basic knowledge using Microsoft products such as word and excel.
• Other duties may be assigned.

Job Requirements

• 1+ years of Collections Call Center experience
• 1+ years in a high volume call center
• High school diploma or equivalent.
• Ability to perform multiple tasks simultaneously.
• Ability to adjust priorities appropriately in a fast paced environment.
• Ability to conduct business efficiently and effectively over the telephone utilizing proper phone and written etiquette.
• Ability to read, write, and communicate clearly in English.
• Demonstrated customer service experience.
• Possess basic PC skills including Outlook, Word, Excel spreadsheets, and Internet use.
• Demonstrate attention to detail with timeliness and accuracy.
• Maintain high standards and measures despite pressing deadlines and added responsibilities.

Preferred, But Not Required

• Experience with cloud based Call Center ACD/CRM software preferred.
• Relevant product knowledge (Insurance or Workers’ Compensation).
• Bilingual English/Spanish communication skills preferred.
• Associates Degree preferred.

Work Environment

This position is required to be in-office full time with minimal travel to other office locations/meeting locations occasionally. This role potentially and will routinely use office equipment such as computers, phones, printers, and web conferencing technology as examples.

• This is largely a sedentary role; however, some mobility is required
• May work early, late, or occasional weekend hours to accommodate business needs
• Occasional lifting of a maximum of 30lbs.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Pay Rate: $21.50/hr ($22.50/hr for those that are bi-lingual in Spanish) and a comprehensive benefits package. Please follow the link to our benefits page for details! EMPLOYERS Benefits

EMPLOYERS is a dynamic, fast-growing provider of workers' compensation insurance and services, we are seeking a goal-oriented individual willing to put their ideas to work! We offer a positive, challenging work environment, combined with an opportunity to build your career as you help us grow our business, in innovative and imaginative ways that are uniquely EMPLOYERS!

Headquartered in Nevada, EMPLOYERS attributes its long-standing success to its most valuable resource, our employees across the United States. EMPLOYERS is known for the quality service and expertise we provide to our clients, and the exemplary work environment we provide for our employees.

We live and breathe our core values: Integrity, Customer Focus, Collaboration, Initiative, Accountability, Innovation, and Personal Fulfillment. These are the pillars that support how we do business with our clients as well as how we treat each other!

At EMPLOYERS, you’ll discover an energetic environment that inspires top achievement. As “America’s small business insurance specialist”, we have the resources, a solid reputation, and an expanding nationwide identity to enrich your work/life and enhance your career. About EMPLOYERS