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The Senior RepresentativeAssists the supervisor in managing the functions of theCollection Unit and is responsible for all representative functions.Responsibilities:• Collection calls with diligent follow-up skills• Notifying customers of delinquent status and utilize established solutions to obtainpayments• Follow established standard operating procedures for call flow and collectionspractices• Explain to respondents of tickets the impact of tickets remaining unpaid• Exceed required call goals for call volume, right party contacts, and moneycollected• Navigate software, email, dialer softphone, and desk phone• Perform other duties as assigned
Qualifications:• Excellent customer service experience - Patience and ability to manage irate callersand stress• Proven experience as a collection specialist or call center specialist• Ability to manage a high call volume• Navigate MS Mail, MTA software, excel, and Avaya Dialer system• Familiarity with the laws related to debt collection practices (e.g., FDCPA)• Comfortable working with targets and goals• Skilled in negotiation• Problem-solving skills• Self-starter, self-motivated• High moral character and good attendance record• Basic knowledge of the transit system rules and regulations• Knowledge of Microsoft Word & Excel; experience using web-based tools andgeneral digital communications applications