17 hours

Customer Care Representative

Performant Financial
Lathrop, CA
  • Job Code
Performant Financial Corporation
Performant Corporation is an Equal Opportunity Employer (Minorities/Females/Disabled/Veterans).

Customer Care Representative
Job Code:2020-20-2-003
Location:Lathrop, CA
Status:Regular Full Time

A Customer Service career opportunity with competitive benefits and great perks! 

Start your first career, or a new career, with a company that is dynamic, fast-paced and fun like a start-up, but with the backing of a profitable public company with a history of growth. Performant is a market leader that delivers analytics, audit and recovery services for healthcare, government and student loans. We’re more than brick and mortar – we are about helping people.

As a Customer Care Representative you will apply strong verbal communication skills, careful attention to compliance and details, and great customer service to assist our client’s account holders. You will:
-Locate and contact account holders;
-Educate account holders on options to repay their debt and assist them with their account;
-Follow through with applicable action and documentation to support account holders.

Why you'll want to join
-Option of base only compenstaion or base and monthly incentive opportunity
 (*after 90-day introductory period and per program details)
-Comprehensive and competitive health benefits programs (Medical, Dental, Vision)
-Company-paid Life and AD&D
-Options for short and long-term disability as well as supplemental Life/AD&D
-Employee Assistance Plan, Health Advocate Services, Beyond Work discount products and services paid by the Company
-Paid holidays, paid Sick Leave time and paid Vacation time
-401k plan
-Paid training
-Work-life balance
-Performance-based contests and other perks
-Be part of a team that works hard and celebrates achievement - People are the key to our success.

What you have
Do you have positive energy? excellent verbal communication and customer service skills? keen attention to compliance and detail?  solid office technology skills?  an learn and adapt quickly?
If so, and you share our commitment to high performance, quality, reliability, and continuous improvement with keen understanding that it's all about people, then you'll fit right in!
This may be the right opportunity for you - see the additional detail below and Apply today!

What you will do
As a Customer Care Representative in Recovery, you will be assigned to client focus and applicable types of accounts to such as student loans, state or local tax, or other types of government or private receivables.  Assignments may change from time-to-time based upon business needs.  Your essential job function is to:

  • Learns, understands and ensures compliance with requirements while performing job duties
    • Works all accounts in accordance with company procedures and client standards.
    • Work within FDCPA, Federal and State laws and regulations, and applicable Company policies, procedures and requirements.
    • Completes all assigned training activities on time and with applicable passing requirements
    • Successfully retains, applies, and adheres to all training, including, but not limited to; production training, FDCPA, HIPPA, Privacy Act, Standards of Conduct and Conflict of Interest, Information Security, Employee Handbook, anti-harassment and other policy/procedure trainings and requirements.
    • Obtains and maintains all pre-employment background and drug screening as well as any licensing, ongoing background checks, or other client, regulatory or company requirements for position (is a condition of employment)*
  • Perform skip-tracing to locate account holder in the most efficient manner
    • Uses references, other leads and a variety of company and client approved computer-based tools and methods to locate good account holder contact information.
    • Effectively communicate with third-parties to obtain applicable information
  • Services accounts and communicate with debtors in regards to repayment of their account of delinquent debt
    • Contact client's account holders with defaulted status, communicate and educate account holders on options to repay their debt and/or bringing their account into good standing
    • Effectively follows scripts and other tools provided to communicate with, educate and assist account holders.
    • Understand and gain agreement to account holder’s desired action and arrangement.
    • Initiates activity based upon arrangement with account holder; follows-up and follows through accordingly to ensure documentation and activity is on-time and accurate in accordance with policies and procedures.
    • Accurately updates company systems with clear appropriate information such as contact and updated demographic information, notes from contact dialog and attempts, arrangements make with account holders, as well as account status updates as applicable.
  • Complies with department and Company policies and requirements:
    • Consistently meets or exceeds all productivity and compliance metrics & expectations for the position
    • Arrives to work on-time, works assigned shift(s), and maintains regular attendance in accordance with policies and procedures.
    • Responsible for proactively utilizing resources and seeking clarity to ensure compliance with client requirements as well as applicable federal or state regulations.
    • Correct areas of deficiency and opportunity based upon feedback received from quality reviews and/or management.
    • Demonstrates Performant core values in performance of job duties and all interactions.
  • Performs other duties as assigned

Required Skills and Knowledge:
  • Proficient use of standard office technology; computer, various applications and navigation of on-line tools and resources, keyboard, mouse, phone, headset.
  • Effective communication and interpersonal skills: ability to listen; be concise and professional, and; demonstrate positive attitude.
  • Good written communication, data entry and documentation compliance
  • Works effectively in a fast-paced office environment performing multiple tasks cohesively
  • Fast learner; rapid uptake and application of various requirements and strong compliance adherence
  • Strong customer service skills - influence positive and informative dialog with account holders; handle challenging customer account holder conversations or conflict successfully with unwavering professionalism and service to a positive outcome.
  • Can learn and apply knowledge from training from various methods and formats (memos, classroom training, on-line training, meetings, discussions, etc.) and subject matter.
  • Learns and adheres to process, procedures, policies and regulations in the workplace.
  • Self-motivated and successfully works independently to achieve goals, and is a team player that is cooperative with others to promote a positive team environment.
  • Adapts quickly and transitions effectively to changing circumstances, assignments, programs, processes.
  • Demonstrated ability to consistently achieve or exceed established metrics and expectations.

Physical Requirements

  • Performs duties in a busy standard office environment with moderate noise level
  • Sits at a desk during scheduled shift, reaching as needed to use office equipment
  • Makes and returns calls using office phone system.
  • Views a computer monitor, types on a keyboard and uses a mouse.
  • Reads and comprehends information in electronic (computer) or paper form (written/printed)
  • Types frequently, but not constantly, using a keyboard and mouse.
  • Occasionally lift/carry/push/pull up to 10 lbs.

 Other Requirements

  • Must submit to and pass background check as part of the hiring process as well as throughout employment with the Company.
  • Must not have any Federal or State liens resulting from County, State or Federal tax issues, or have any current defaulted student loans.
  • Must be able to pass a criminal background check; must not have any felony convictions or specific misdemeanors.
  • Must submit to and pass drug screen as part of the hiring process as well as throughout employment with the Company.
Education and Experience:
  • High School diploma/GED (preferred), or equivalent combination of education and experience
  • 12 months collections experience or working with the public (in person or on the phone) preferred, but not required

*Hourly rate, incentivecompensation potential, contests, or other compensation and rewards programsmay be specific to client assignment and may change based upon a variety offactors. Company, Licensure, and client requirements include, but not limited to,no defaulted student loans, no tax liens, ability to pass pre-employment drugscreen and periodic background checks during employment (such as criminal,credit, state, federal debarment lists, etc.) Obtaining and maintaining allrequirements for client assignment, including but not limited to various statelicenses (Company facilitates process for) are a condition of employment.Failure to successfully pass background or other checks, obtain and maintainlicenses or other requirements upon hire or throughout employment with theCompany, will result in review for immediate termination of employment.

Employment VisaSponsorship is not available for this position and authorization to work in theUnited States is required prior to employment.

Remote work/relocationassistance is not available for this position.

The statements included in this job profile indicate, in general,the nature and levels of work, knowledge, skills, abilities and other essentialfunctions (as covered under the Americans with Disabilities Act) expected of anincumbent. This document is not designed to cover or contain a comprehensivelisting of activities, duties or responsibilities required of workers assignedto this position Other duties may be required, and the statements included aresubject to change at any time. This document is not a contract for employment.

Performant Financial Corporation is an Equal OpportunityEmployer.
Performant Financial Corporation is committed to creating a diverse environmentand is proud to be an equal opportunity employer. All qualified applicants willreceive consideration for employment without regard to race, color, nationalorigin, ancestry, age, religion, gender, gender identity, sexual orientation,pregnancy, physical or mental disability, genetic characteristics, medicalcondition, marital status, citizenship status, military service status,political belief status, or any other consideration protected by law. Performantwill consider qualified applicants, including those with criminal histories, ina manner consistent with state and local "Fair Chance" laws

Drug/Alcohol Free Workplace:
Performant FinancialCorporate is committed to maintaining a Drug and Alcohol Free Workplace.Candidates that have been offered employment will be required to submit andsuccessfully pass a drug and alcohol screening. Drug and alcohol screening forcurrent employees may be performed in certain circumstances in accordance withcompany policy and applicable laws.

Background and Credit Checks:
Performant FinancialCorporation will procure a background criminal and credit history report on youin connection with your application for employment as allowed under the FairCredit Reporting Act. These reports may be obtained at any time after receiptof your authorization and, if you are hired or engaged by Performant FinancialCorporation, throughout your employment or contract period.

Agency Submissions:
Performant Financial Corporation does not accept unsolicitedagency resumes. Please do not forward resumes to Performant employees. PerformantFinancial Corporation is not responsible for any fees related to unsolicitedresumes


Posted: 2020-02-24 Expires: 2020-03-25

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Customer Care Representative

Performant Financial
Lathrop, CA

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