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Resolution Specialist

Company: Vengroff , Williams & Associates , Inc.
Location: Sarasota
Posted on: June 22, 2022

Job Description:

JOB POSTING- Resolution Specialist

"Investing in PEOPLE"

Are YOU looking for a career where YOU can grow and develop into the industry standard?

Are YOU ready to be part of a Team Centric department supporting each other?

Are YOU passionate about customer service?

Then consider joining the VWi Team!

VWi is a leading business-services provider relied upon by more than 2,000 global clients to transform their businesses into leaner, more dynamic, agile, and efficient operations.

Our benefit package offers: Health insurance, Health Savings Account (HSA), Flexible Spending Account (FSA), Flexible Savings Account Dependent Care, Dental insurance, Vision insurance, Long Term Disability (LTD), Short Term Disability (STD), Employee assistance program , Basic Life insurance (100% employer funded), Basic Employee AD&D (100% employer funded), Employee Teladoc (100% employer funded), Voluntary Employee Life, Voluntary Spousal Life, Voluntary Child Life ,Legal Services, Critical Illness, Accident, Hospital Indemnity, Allstate Employee Universal Life, Allstate Voluntary Universal Life Spouse, 401k, and a generous Employee Referral Program.

We promote a healthy work/life balance by offering generous paid time off including 8 paid holidays, 96 hours (12 days) of PTO your first year then increases incrementally based on your tenure. Depending on the position, we offer a Hybrid schedule to help with work life balance.

To promote physical, mental, emotional and financial wellness VWi offers: Monthly breakfasts, Monthly Food Trucks, beautifully decorated Lactation Room, Peaceful Wellness Room, High Tech training room, Monthly Lunch and Learns (local community non-profits and organizations offer local resources and programs), variety of outdoor and indoor games (cornhole, puzzles, games, and more), bright and equipped break areas, furnished and gated outdoor patio, Monthly DEI initiatives, Community Philanthropic opportunities (October: Breast Cancer Awareness); FREE VWi Leadership Academy for those pursuing a Management Track, Over 1,200 FREE training courses available for career development, Health Fairs, a clean and safe environment, CDC Covid protocols, and so much more---

Overview: Reporting to Third Party-Collections Supervisor, the Resolution Specialist -01 is responsible for contacting customers and conducting negotiations to collect delinquent balance(s) on inbound and outbound calls.

Essential Job Functions:

  • Communicates and explains intermediate account information to the customer with focus on collecting the delinquent customer balance.
  • Documents call results, including the disposition of calls, customer payment agreements, payment plans and other results.
  • Accurately calculates and communicates fees, one-time charges, and/or recurring monthly fees.
  • Safeguards company assets, customer's privacy, and other proprietary information.
  • Maintains compliance with federal and state regulatory requirements.
  • Analyzes customer account status and history and performs necessary calculations to determine billing discrepancies and identifies appropriate actions, escalation procedures when needed and payment plans.
  • Negotiates on every call to satisfy delinquent customer balances.
  • Multi-tasks between various computer systems and tools, and applied information, knowledge, and resolution to a customer's situation.
  • Follows company policies and procedures as well as guidelines for company and clients.
  • Acts as a product expert, articulating product features and the benefits of satisfying a payment.
  • Adhere to quality assurance procedures, Fair Debt Collections Practice Act (FDCPA), HIPPA and company security policies.
  • Other duties may be assigned

    Knowledge, Skills, and Abilities

    • Ability to work in a fast-paced, structured, dynamic, and high-transaction environment
    • Must be able to maintain composure in stressful situations with ability to defuse angry or upset customers
    • Exceptional communication skills (written and verbal) and professional phone etiquette
    • Ability to build rapport quickly to resolve customer questions and/or needs

      Education and Experience

      • High School diploma or GED OR Associate degree
      • Collections Experience - 0-1 year (call center/customer service/telephone sales or credit/collections environment)

        • Excellent computer skills - Software - MS Office (Word/Excel), Data Entry, AS400; Hardware - PC, Phone, Fax, Copier

        • Language Proficiency: English required - Spanish a plus

          Physical Requirements

          • Prolonged periods sitting at a desk and working on a computer
          • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance


Keywords: Vengroff , Williams & Associates , Inc., Sarasota , Resolution Specialist, Other , Sarasota, Florida

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