Senior Customer Care Associate

Essential Duties and Responsibilities:

• Take incoming calls regarding World Acceptance Customer Accounts from consumers, branches, and third parties who are currently seeking information, needing to resolve issues, etc.
• Collaborate with Associates and other departments to find the best resolutions.
• Process correspondence with adherence to the Fair Debt Collection Practices Act (FDCPA).
• Maintain knowledge of functional area and company policies and procedures.
• Provide feedback to management concerning possible opportunities for areas of improvement.
• Provide valuable insight and recommendations to improve processes and efficiency.
• Train new Customer Care Associates as they are hired.
• Assist Customer Care Manager in maintaining compliance on the team.
• Complete special projects as requested.
• Provide support for Customer Care Associates during daily operations.
• Compile detailed reports regarding Customer Care Operations.
• Monitor team performance and report findings to Customer Care Manager.
• Work interdepartmentally to help others identify and resolve trends in issues.
• Act as a role model for the Company’s mission, vision, and values.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Must be a self-starter, ethical, hardworking, goal-oriented, and a team player.
• Ability to demonstrate strong critical thinking skills.
• Ability to handle difficult situations with a strong positive attitude and disposition.
• Ability to work in a team-fostered environment.
• Ability to work in a multi-tasked environment.
• Ability to prioritize and organize work.
• Ability to adapt to flexible work scheduling.
• Ability to maintain the highest level of confidentiality.
• Proficient personal computer skills.
• Excellent interpersonal, written, and oral communication skills.
• Proficient in Microsoft Word, Excel, and Outlook.

Education and/or Experience:

• High School Diploma or General Educational Development (GED) Certificate.
• Previous experience in a call center or financial branch setting.

Physical Demands:

• Must be able to constantly remain in a stationary position.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Occasionally may require light lifting, up to 25 pounds.

Work Environment:

• Office environment.

This job description reflects management’s assignment of essential functions; and nothing in this herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.