ICA Representative

Job Description

This position is responsible for collection activity on more difficult/challenging accounts that are usually 60+ days delinquent, or third-party accounts (60+ days past due). This position will also provide superior customer service to all owners on every call. Calls may be routed utilizing a predictive dialer, or manually dialed. Areas of responsibility are primarily outbound calls, but may include some inbound calls. This position usually has

This position is responsible for complying with all Federal and State laws and regulations as well as internal policies and procedures.

• Communicate with owners by telephone in order to collect all past due monies owed on the account to include past due payments, documentation required to complete the purchase, past due maintenance, taxes, and use fees.
• Identify accounts that need additional research or skip tracing to be contacted and take necessary action to ensure the account is contacted in a timely fashion.
• Provide accurate information to owners regarding their account during every communication.
• Follow training and quality models to ensure proper Account Services methods are used and quality customer service is provided during even the most difficult calls.
• Use Positive Call Skill Drivers on every call.

Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Ability to: Interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Write routine reports and correspondence. Speak effectively before groups of customers or employees of organization.

Ability to: Calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Apply concepts of basic algebra and geometry.

Ability to: Apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Deal with problems involving a few concrete variables in standardized situations.

Ability to: Have a clean and neat appearance. Attire must be in adherence to company dress code policy. Operate a P/C, facsimile, telephone, calculator, copy machine, and other related office equipment. Sit at a desk, stand, and/or walk for extended periods of time. Be mobile within the department and around other corporate facilities. Visually review handwritten and computer generated documents, as well as view a P/C screen. Make and receive telephone calls. Use hands and fingers for handling or feeling. Talk and hear. Typing 35 wpm. Lift up to 10 pounds

Management may establish core hours, but this position requires the ability to work whenever and whatever hours required to satisfactorily achieve goals and objectives. Routine overtime and weekend hours will be directed by management as needed. Work hours are subject to change at management discretion. The noise level in the work environment is usually moderate.

This job description in no way states or implies that these are truly the only duties to be performed by the employee occupying this position. Employee will be required to follow any other job-related instructions and to perform any other job-related duties as requested by management. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Additional Information

All your information will be kept confidential according to EEO guidelines.