Processing Representative II - Pre-Collections (PR II) - WSP USA

This Opportunity

WSP is currently initiating a search for a  Full-TimeProcessing Representative II - Pre-Collections (PR II).  This position will be based out of Costa Mesa, CA. This role is an On-Site role and does not support Hybrid or Remote work options.

The Processing Representative II - Pre-Collections (PR II) is responsible for contacting and resolving delinquent customer accounts. Responsibilities include responding to customers via various communications channels such as phone, email, online chat, inbound and outbound calls. In addition to these responsibilities the representative will have specified duties related to pre-collections activities and resolution, Department of Motor Vehicles (DMV) registration holds, account research and updates, skip tracing, direct calls to customers and documentation. PR II may be reassigned on a long term or temporary basis to other shifts or other schedules to balance the workforce or meet the needs of the company. 

Your Impact

• Serve as the point of public contact for customers in pre-collections.
• Promote positive customer relations with customers and coworkers.
• Respond to calls, emails, and online chat from the customers and provide assistance in a timely manner.
• Maintain a thorough knowledge and understanding of the customer service center and operations to assist customers and resolve problems.
• Contact customers and resolve delinquent accounts within established business rules. 
• Perform account research to resolve customer delinquencies.
• Perform skip tracing in batch and individual customer accounts. 
• Maintain accurate customer contact history by accurately documenting accounts with updated information and detailed account contact notes. 
• Review and recommend accounts for DMV registration hold.
• Assist with customer service calls and overflow call handling when required.
• Consistently meet established productivity, schedule adherence, and quality standards.
• Communicate effectively with a variety of people across various levels both within and outside the organization.
• Make positive suggestions on improving and streamlining workflow processes and enhancing profitability.
• Develop a strong teamwork ethic.
• Follow communication procedures, guidelines, and policies.
• Other duties as assigned.

Who You Are

Required 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.

• Excellent phone etiquette.
• Excellent verbal communication skills.
• Excellent attendance and punctuality.
• Enjoy providing prompt and timely service to our customers.
• Possess strong interpersonal skills and have compassion and empathy for customer situations.
• Be energetic, self-motivated, and quick-thinking.
• Ability to work in a team environment or independently while being flexible and open to learning new experiences in a fast‐paced changing environment.
• Ability to read and comprehend normal instructions, correspondence, and memos.
• Ability to effectively present information in one‐on‐one situations to customers, clients, and other employees of the organization.
• Ability to apply common sense understanding to carry out detailed written or oral instructions.
• Ability to work flexible eight (8) hour shift between 8:00 a.m. to 6:00 p.m. Monday to Friday.
• Must be able to pass background and drug screenings.
• Ability to achieve and maintain departmental performance standards.

PHYSICAL DEMANDS

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA (Family Medical Leave Act) and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to adhere to strict attendance requirements.
• Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds.
• Must be able to lift, carry, walk, and stand.
• Vision for reading, recording, and interpreting information.
• Frequent speech communication, hearing and listening to maintain communication.
• Daily use of computer and keyboard, standard office equipment and telephone.
• Ability to access, input, and retrieve information from the computer.
• Frequent hand/eye coordination to operate computer keyboard and office equipment.
• Noise level in the work environment is quiet to moderate.

SUPERVISORY RESPONSIBLITIES 

• This position has no supervisory responsibility.

EDUCATION AND/OR EXPERIENCE  

• High school diploma or general education degree (GED).
• Six (6) months Customer service experience required.
• Bilingual Spanish is a plus.
• Bilingual Vietnamese is a plus.

WSP Benefits: 

WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings. 

Compensation
Expected Salary (all locations): $19.00/hr - $21.00/hr

WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.

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