Job Description
The Senior Customer Care Associate will assist the Customer Care Manager in managing a team. In addition, this position will utilize a high competency in customer service skills to communicate with our customers and help them resolve their concerns. This position is required to be highly professional and represent our company brand in a positive manner while providing thorough, efficient and accurate account updates for each call made.
Hourly Pay Rate: $18 - $19
Essential Duties and Responsibilities:
- Take incoming calls regarding World Acceptance Customer Accounts from consumers, branches, and third parties who are currently seeking information, needing to resolve issues, etc.
- Collaborate with Associates and other departments to find the best resolutions.
- Process correspondence with adherence to the Fair Debt Collection Practices Act (FDCPA).
- Maintain knowledge of functional area and company policies and procedures.
- Provide feedback to management concerning possible opportunities for areas of improvement.
- Provide valuable insight and recommendations to improve processes and efficiency.
- Train new Customer Care Associates as they are hired.
- Assist Customer Care Manager in maintaining compliance on the team.
- Complete special projects as requested.
- Provide support for Customer Care Associates during daily operations.
- Compile detailed reports regarding Customer Care Operations.
- Monitor team performance and report findings to Customer Care Manager.
- Work interdepartmentally to help others identify and resolve trends in issues.
- Act as a role model for the Company’s mission, vision, and values.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:
- Must be a self-starter, ethical, hardworking, goal-oriented, and a team player.
- Ability to demonstrate strong critical thinking skills.
- Ability to handle difficult situations with a strong positive attitude and disposition.
- Ability to work in a team-fostered environment.
- Ability to work in a multi-tasked environment.
- Ability to prioritize and organize work.
- Ability to adapt to flexible work scheduling.
- Ability to maintain the highest level of confidentiality.
- Proficient personal computer skills.
- Excellent interpersonal, written, and oral communication skills.
- Proficient in Microsoft Word, Excel, and Outlook.
Education and/or Experience:
- High School Diploma or General Educational Development (GED) Certificate.
- Previous experience in a call center or financial branch setting.
Physical Demands:
- Must be able to constantly remain in a stationary position.
- The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
- Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
- Occasionally may require light lifting, up to 25 pounds.
Work Environment:
This job description reflects management’s assignment of essential functions; and nothing in this herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
It is the policy of World Acceptance Corporation to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, World Acceptance Corporation will provide reasonable accommodations for qualified individuals with disabilities.
