The Payments and Risk Management Specialist primary role and responsibility is to handle escalated customer account needs along with assisting internal and external customers and agents with collection inquiries via phone and email. Customer needs may include billing irregularities, payment adjustments, and verification of equipment orders and payments. They are also responsible for reviewing equipment orders and investigating suspicious activities that could potentially include fraud. The Payments and Risk Management specialist is a key member of the team in that they handle complex customer needs and also work to prevent monetary losses due to fraud or default. Other duties may be assigned.

Roles

• Taking inbound calls from customers for payment and or account adjustments or other customer needs.
• Communicating with customers when follow up is needed regarding payments/collection issues.
• Display active listening and superior customer service skills for both external customers and internal employees.
• Ability to professionally communicate over the phone and via email with customers in an assertive, yet professional manner.
• Ability to de-escalate customer complaints.
• Ability to resolve customer issues before close of any call.
• Have the skills to work with customers and lead the conversation to satisfactory resolution.
• Researches and analyzes potential customer fraud cases to identify and prevent future fraud.
• Reviews defaulted customer accounts for information to be used to prevent future defaults.
• Contact delinquent customers via phone or email to secure payment or establish payment arrangements.
• Ability to work with customers to get satisfactory resolution of account deficiencies.
• Investigate and monitor accounts to reduce nonpayment risk.
• Respond to internal and external emails in a professional, accurate and concise manner.
• Knowledgeable of commonly used concepts, practices, and procedures with in the cellular industry.
• Able to verbally communicate well in both one on one and in group settings.
• Adhere to work schedule, attendance and punctuality standards.
• Comply with minimum performance standards.

Requirements:

• Experience in a call center environment with customer service or collections background is preferred. Loan workout experience and or customer account fraud prevention or loss mitigation also is a plus.
• High school diploma or equivalent
• Ensure customer information remains private, secure, and confidential.
• Self-motivated, hard-working team player with proven outstanding organizational skills and very detail oriented.
• Ability to work independently and manage multiple tasks at once.
• Provide prompt, accurate and courteous customer service.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Demonstrated passion for excellence with respect to treating and caring for customers.
• Strong knowledge of cellular concepts, products, services and policies within the cellular industry.
• Able to effectively communicate and conduct yourself in a professional manner with fellow co-workers and be flexible with different personalities.
• Willingness to work a flexible schedule and occasional overtime when needed.
• Possess a strong work ethic and team player mentality.
• Effectively utilize MS Office, MS Excel and the Internet.