Summary/Objective

We’re on the lookout for a sharp and reliable Customer Service Rep who knows how to handle challenges with confidence and care. You’ll be the go-to person for handling escalated calls, resolving customer complaints with care, and replying to emails like a pro. If you’ve got the communication skills, attention to detail, and a passion for helping people—this role is calling your name. Help us keep our service top-tier and our customers happy!

 Joining our team you will enjoy some of the wonderful benefits that we offer. These include:

• Competitive Salary
• Life & Health Insurance
• Company Transportation
• Lunch Allowance
• Vibrant Social Engagements 

Essential Functions

• Answer and return phone calls regarding consumer inquiries, escalations, and complaints.
• Document consumer communication and the response in the system software; appropriately disposition accounts, based on the request.
• Review consumer emails to determine the applicable response type.
• Respond to consumer emails with the applicable templated response; seek manager input or approval for non-templated responses; use proper grammar and formatting.
• Update the Issue Log with all NCA-related complaints; notify the Audit Team of all NCA and agency-related complaints.
• Address consumer questions about the website.
• Communicate with other departments regarding consumer requests and inquiries, as applicable.
• Respond to team manager inquiries.
• Contact attorneys to confirm consumer representation.
• Maintain and demonstrate a thorough knowledge of NCA’s Compliance policies, with particular attention to handling claims of fraud, disputes, credit-reporting inquiries, etc. 
• Serve as backup for other Consumer Response Team functions

Competencies

• Technical skills and attention to detail 
• Strong written and oral communication skills 
• Time management skills 
• Composure during adversity

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The employee is required to sit for extended periods of time, as well as type and wear/use a headset. Specific vision abilities required include close vision.