10 hours

Customer Care Representative Lead

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

Customer Care Representative Lead
Job Code:2019-20-3-015
Location:Grants Pass, OR
Status:Regular Full Time

As an Customer Care Representative Lead you will be assigned on a team and accounts with a client focus, which may change from time-to-time, to:

-Locate and contact account holders with defaulted accounts;
-Communicate and educate account holders on all available options to resolve their current account status; 
-Initiate applicable action and documentation; and
-Lead a team of Account Resolution Specialists by example.
Specific processes and procedures for the position will be dependent upon individual client assignment.

Primary Duties:
-Learns, understands and appropriately applies various client and account type programs, as well as regulatory requirements and rules.
-Uses references, other leads and a variety of company approved computer-based tools to locate good account holder contact information.
-Updates company systems with clear and accurate 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.
-Effectively follows scripts and other tools provided to share programs with borrowers and gain agreement to a course of 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 to achieve required results.
-Escalates situations outside guidelines to supervisor.
-Leads by example.
-Responsible for the production results of a Team as well as their individual portfolio 
-Answer questions and handle team meetings 
-Provide feedback to Team Manager and Division Manager 
-Motivate and encourage all 
-Arrives to work on-time, works assigned shift(s), and maintains regular attendance. May work an alternate schedule to include up to 4 hours on a Saturday from time to time upon approval.
-Follows and complies with company and departmental policies, processes and procedures.
-Responsible for utilizing resources to ensure compliance with client requirements as well as applicable federal or state regulations.
-Successfully completes, retains, applies and adheres to content in required training as assigned including, but not limited to, production training, FDCPA, information security, anti-harassment and other compliance and policy/ procedure trainings.
-Consistently achieve or exceed established productivity metrics and goals assigned.
-Demonstrates Performant core values in performance of job duties and all interactions.
-Correct areas of deficiency and oversight received from quality reviews and/or management.

Other Duties

-Perform other incidental and related duties as required and assigned
Required Skills and Knowledge:

- Exemplary Attendance a must.
-Potential candidates must submit an Internal Application in order to be considered (Available from Human Resources) by the deadline
- Must submit an essay detailing the reasons for wanting to be an RSL and what you think you can add to our organization. 
Selection to be made by Senior Management Team, based upon the applicant’s commitment to corporate goals and objectives, as well as leadership qualities, professionalism and production 

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. In addition to the requirements defined, below are representative of the knowledge, skills, and abilities required.

-Comfortable in a fast-paced office environment performing multiple tasks cohesively, with keen attention to detail.
-Strong communication and interpersonal skills; ability to listen, be succinct and demonstrate positive customer service attitude.
-Effective at influencing a conversation to successful outcome; handling objections or conflict successfully with unwavering professionalism.
-Good skills using standard office technology; computer, various applications and navigation of on-line tools and resources, keyboard, mouse, phone, headset.
-Ability to apply knowledge learned in training from various forms (memos, classroom training, on-line training, meetings, discussions, etc.).
-Ability to follow process, procedures and regulations in the workplace.
-Ability to effectively perform work independently, and work cooperatively with others to promote a positive team environment.
-Self-motivated and thrives in a competitive environment.
-Leads by setting a positive example
-Positively motivates others to achieve.
-Ability to individually and help others to adapt quickly and transition effectively to changing circumstances, assignments, programs, processes.
-Ability to consistently perform job responsibilities.
-Possess a personality type that is ethical, friendly, hard-working and proactive.

Physical Requirements

Job is in a busy standard office environment with moderate noise level, sits at a desk during scheduled shift, making outbound calls and answering inbound return calls using an 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).

-Sit/stand 8 or more hours per day; has the option to stand as needed while on calls; reach as needed to use office equipment
-Consistently viewing a computer screen and types frequently, but not constantly, using a keyboard to update accounts
-Consistently communicates on the phone with account holders, may dial manually when need or use dialer system; head-set is also provided
-Occasionally lift/carry/push/pull up to 10lbs.
Education and Experience:

-High School Diploma or equivalent
-Must be an active regular Performant employee, and employed with Performant for a minimum of 1 year, with a minimum of 1 year recent experience as an Account Resolution Specialist meeting the criteria below. 
-Must have bonused 10 out of last 12 months – 7 of those must be at 2nd level 

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

Internal Performant Employee Applicants Only

Employment Visa Sponsorship is not available for this position and authorization to work in the United States is required prior to employment.

Remote work/relocation assistance 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 essential functions (as covered under the Americans with Disabilities Act) expected of an incumbent. This document is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of workers assigned to this position Other duties may be required, and the statements included are subject to change at any time. This document is not a contract for employment.

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

Drug/Alcohol Free Workplace:
Performant Financial Corporate is committed to maintaining a Drug and Alcohol Free Workplace.Candidates that have been offered employment will be required to submit and successfully pass a drug and alcohol screening. Drug and alcohol screening for current employees may be performed in certain circumstances in accordance with company policy and applicable laws.

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

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


Posted: 2020-02-18 Expires: 2020-03-19

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Customer Care Representative Lead

Performant Financial
Grants Pass, OR

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