Call Center Representative

Position Summary: PBFCM is a high-volume collection firm that offers a professional, yet casual environment. We
are in search of a full-time team member for our Collections Department to assist in the collection of
delinquent fines and fees accounts through varying communication methods and possible suit preparation.

Essential Job Functions:
Receive high volume of inbound phone calls
Make outbound calls to account owners
Track correspondence sent, received or requiring further action in account management system
Research owner contact information as needed
Meet daily, weekly and monthly production objectives
Be accountable for call quality, attendance, and adherence to work schedule results

Experience Requirement(s):
Previous Office Experience (Preferred)
Experience in a law office, collections environment or tax office (Preferred)
Experience in customer service (Preferred)

Education Requirement(s):
High School diploma or equivalent (Required)
Some college (Preferred)

Competencies / Skills

Essential Skills:
Strong oral and written communication skills
Proficiency in Microsoft Office, specifically Word, Excel and Outlook
Ability to meet deadlines, work under pressure and prioritize tasks
Strict attention to detail
Ability to work independently
Strong proficiency at multi-tasking
Punctuality and dependability

Preferred Skills:
Decision-making skills Ability to work independently and make decisions that balance the interests of the
firm and the customer
Conflict Resolution skills Customers can be difficult and you need to be able to respond to difficult behavior
with diplomacy and tact
Ability to work under pressure Candidates must demonstrate a healthy response to stressful situations
Adaptability and Teamwork - Ability to accept and implement coaching and feedback in order to achieve
individual and team performance goals

Work Environment

This position involves:
Sitting at a computer most of the day
Utilizing a headset and being on the phone frequently
On the job training
Annual performance reviews

Physical Demands: While performing the duties of this job, the employee is regularly required to walk, sit, speak
and hear. The employee is required to stand, use hands to finger, handle, or feel; reach with hands and arms; the
employee may be required, on occasion, to stoop, kneel, or crouch. Specific vision abilities required by this job
include close vision, peripheral vision, depth perception and ability to adjust focus. Employee may be required to
travel by air or car.