Do you enjoy research and problem solving? Talking to and helping customers by phone? We have the perfect job for you!
WHAT WE DO:
Duncan Solutions, a wholly owned subsidiary of Navient, is a full-service tolling and parking management company and a leading provider of business processing services to government clients, including citation processing, debt collection, and integrated parking and tolling customer service.
WHAT YOU WILL DO:
Collectors at Duncan Solutions are responsible for talking with citizens nationwide regarding their unpaid parking citations, tolls, and municipal debt to negotiate and establish repayment, while documenting important account information for each call.
Computer equipment will be provided. Must have high speed internet service at home and cell phone or land line.
REQUIRED TRAINING HOURS:
Monday – Friday, 9am-6:00pm EST (6 weeks)
STANDARD BUSINESS HOURS:
Monday – Friday, 9:00am-6:00pm EST (+potential for one day from 11:00am – 8:00pm)
ESSENTIAL JOB DUTIES:
- Communicate with customers regarding their parking citations.
Provide excellent service to outbound/inbound callers related to parking citations, municipal debt, toll charges and toll violations.
- Communicate with customers to collect delinquent funds and bring closure to past due accounts
Establishes contact with customers for the purpose of collecting delinquent funds and bringing to final closure past due amounts while maintaining adherence to the spirit of all FDCPA regulations.
Persuade customers to pay amounts due on unpaid parking citations. Reviews alternatives for payment with customers and monitors payment status of accounts.
- Ensure all accounts are worked within client standards and Federal Regulations
Work within regulations, department/division and Compliance Policies
Maintain clear, concise, and accurate documentation of all attempts and/or contacts made and received for accounts in accordance with company and client specifications
Maintains proper documentation of discussions with customers and enters information into computer.
Adheres to dialer schedule and work standards and attends training sessions as directed by management
MIMIMUM REQUIREMENTS:
High School diploma or equivalent
At least 6 months experience in customer service
Basic computer and keyboarding skills
Effective written and strong verbal communication skills
Strong listening skills, ability to follow written and/or verbal instructions
Good mathematical skills including calculator skills
Strong organizational and negotiation skills and goal oriented
Reliable, ability to work flexible day, evening and weekend hours as required
Ability to learn company collections computer system and phone system
Persistent, ability to overcome objections, ability to remove barriers
PREFERRED QUALIFICATIONS:
1 to 2 years of stable and consistent work history in a customer focused role
Bilingual (English/Spanish)