United States onlyWe take pride in fostering a dynamic workplace culture that values collaboration, innovation, and mutual support. Our team of 100 is spread between a NYC headquarters, a Wilmington office, and fully remote staff across the country. Last year, we were selected for Built In Startups to Watch and Forbes' Best Startup Employers.
In this role, you will join our talented team members to play an important role in enabling our company to serve customers better and drive healthy business growth. We are seeking a dedicated Collections Agent to contribute to our business growth by assisting customers in making renewable payments and recovering past due amounts, all while maintaining Kafene’s quality service standards and ensuring high customer satisfaction. You should possess experience in debt collection and knowledge of the Fair Debt Collection Practices Act (FDCPA).
Key Responsibilities:
- Self-motivated individual with a passion for learning various new payment solutions, and capable of utilizing advanced probing and negotiation skills to understand customer situations and resolve delinquencies.
- Possessing the ability to learn about new business concepts and collection techniques or payment programs in a fast-paced environment to drive continuous business improvement.
- Treating customers with respect and demonstrating sensitivity and compassion in difficult situations.
- Able to lead conversations to choose among alternative courses of action to resolve delinquency issues and bring accounts back on track.
- Great sense of ownership, adherence to timelines, and receptiveness to development feedback while following established procedures, policies, and planned schedules to drive the best results.
- Demonstrating personal excellence, including punctuality, integrity, and accountability.
- Capable of navigating multiple call center platforms while staying engaged with our customers on the phone and handling cases accurately.
- Strong attention to detail and a proactive drive to follow up on unsolved cases.
- Ensuring compliance with applicable laws, rules, and regulations.
- Adhering to internal policies by applying sound ethical judgment regarding personal behavior, conduct, and business practices, while appropriately escalating, managing, and transparently reporting control issues.
Qualifications:
- High School diploma/GED required
- Must be willing to work in an environment that requires 100% phone-based customer interaction.
- A minimum of one year of B2C collection or customer service experience is required, either by phone or face-to-face.
- Proficiency with basic computer functions, including mouse and keyboard usage, launching applications, conducting searches on the Internet, and maneuvering in a Windows-based environment, strongly preferred
Compensation and Benefits:
- Base pay ranges from $19 to $21 per hour plus commission.
- Healthcare: We prioritize your well-being by covering 80% of medical, dental, and vision insurance costs. Additionally, we contribute 75% of the premium for your spouse and/or dependents.
- Retirement Benefits: Begin planning for your future from day one with our 401k plan.
- Paid Time Off: We understand the importance of work-life balance. That's why we offer flexible paid time off days starting from day one of your employment.
