Senior Collection Representative - Call Center

Senior Collection Representative - Call Center 
Location: 29 Gallatin Pl, Brooklyn, NY 11201 
Contract Duration: 5+ Years 
Mon-Fri: 8 AM to 5 PM  
 
The Senior Representative assists the supervisor in managing the functions of the Collection Unit and is responsible for all representative functions.
 
 
Responsibilities:

• Collection calls with diligent follow-up skills

• Notifying customers of delinquent status and utilize established solutions to obtain payments.

• Follow established standard operating procedures for call flow and collections practices.

• Explain to respondents of tickets the impact of tickets remaining unpaid.

• Exceed required call goals for call volume, right party contacts, and money collected.

• Navigate software, email, dialer softphone, and desk phone.

• Perform other duties as assigned.

 
 Qualifications:

• Excellent customer service experience - Patience and ability to manage irate callers and stress.

• Proven experience as a collection specialist or call center specialist.

• Ability to manage a high call volume.

• Navigate MS Mail, MTA software, excel, and Avaya Dialer system.

• Familiarity with the laws related to debt collection practices (e.g., FDCPA)

• Comfortable working with targets and goals

• Skilled in negotiation

• Problem-solving skills

• Self-starter, self-motivated

• High moral character and good attendance record

• Basic knowledge of the transit system rules and regulations.

• Knowledge of Microsoft Word & Excel; experience using web-based tools and general digital communications applications