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Representative 2, Credit & Collections

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Comcast

7d ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    Sales & Business Development
  • Caloocan

AI generated summary

  • You need a High School Diploma or GED and 2-5 years of relevant experience.
  • You will manage customer inquiries, resolve delinquencies, apply account credits, explain billing, multitask across systems, and maintain professionalism in a fast-paced environment.

Requirements

  • High School Diploma / GED
  • 2-5 Years

Responsibilities

  • Utilize an expanded understanding of the collections timeline to ensure appropriate decision making.
  • Real time agent for chat to communicate with customers.
  • Liaison between internal and external customers regarding items such as serviceability, bankruptcy, credit inquiries, credit disputes and other collection related topics.
  • Make outbound and receive inbound customer contact to resolve extreme delinquencies, unauthorized charge disputes, account status and “as-needed” projects.
  • Attempt to find the root cause for delinquency by researching accounts and notes in various systems in order to take the appropriate action.
  • Accurately apply account credits for items such as debt amnesty, bankruptcy, and unauthorized charges.
  • Explains billing cycles, processes, and prorates with a high level of accuracy to ensure that customers understand their statement and resolve any billing discrepancies.
  • Processes and schedule disconnects and or payments on delinquent accounts. Accurately calculates and communicates fees, and one-time and recurring monthly fees.
  • Multitasks between multiple tools and systems, with high degree of efficiency, and applies information and knowledge to bring resolution to the customers’ situations.
  • Responds timely to escalations, utilizing established procedures, from internal customers to allow new installations and resolve customer concerns.
  • Follows company policies and procedures as well as guidelines for Customer Proprietary Network Information (CPNI) and Personal Information (PI).
  • Work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
  • Consistently meets or exceed established goals and performance metrics.
  • Demonstrates a high degree of professionalism, integrity, and ethical behavior, including by maintaining the confidentiality of sensitive employee, customer, and/or business data.
  • Interacts with customers to assist with a variety of customer inquiries and issues. Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse.
  • Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
  • Other duties and responsibilities as assigned.

FAQs

What is the primary responsibility of a Representative 2 in Credit & Collections?

The primary responsibility is to support accounts as they progress through the collection timeline, ensuring timely collection activities and handling customer inquiries effectively.

What type of customers will I be interacting with in this role?

You will interact with a variety of customers, including commercial, residential, federal and local government, hospitality, national, VIP, and multiple dwelling units (MDUs).

Are there specific skills required for this position?

Yes, strong negotiation skills, effective soft skills such as active listening and problem-solving, along with professional communication abilities are essential for this role.

What tools and systems will I be using?

You will be multitasking between multiple tools and systems to efficiently bring resolution to customers' situations, including handling chat, email escalations, and account management systems.

Is there a dress code for this job?

The job description does not specify a dress code, but professional attire is generally expected in customer-facing roles.

What are the working hours for this position?

The position requires flexibility, including the ability to work nights, weekends, variable schedules, and potential overtime as necessary.

Will I be required to meet performance metrics?

Yes, you will be expected to consistently meet or exceed established goals and performance metrics.

Is there room for career advancement in this role?

Opportunities for advancement may be available as you gain experience and meet performance expectations within the company.

Are there any legal guidelines I should be aware of?

Yes, it is important to follow federal and state collection guidelines and laws, as well as company policies regarding Customer Proprietary Network Information (CPNI) and Personal Information (PI).

What is the educational requirement for this job?

A High School Diploma or GED is required for this position.

Is prior experience required for this role?

Yes, 2-5 years of relevant work experience is preferred for this role.

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Comcast

Bringing world-class connectivity & platforms and extraordinary content & experiences to millions across the globe.

Telecommunications
Industry
1-10
Employees
1963
Founded Year

Mission & Purpose

Comcast delivers broadband, mobile, and video products that delight customers and technology that powers the future; produces and distributes leading entertainment, sports, and news, and brings incredible theme parks and attractions to life. At the heart of Comcast are our people. Our engineers, designers, creators, storytellers, and entrepreneurs are passionate about the important role we play in millions of people’s lives. Come create the future with us.