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Collections Associate, Revenue Asset Recovery
Mediacom Communications
West Des Moines, IA, United States
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GENERAL RESPONSIBILITES:
To assist the Revenue Asset Recovery (RAR) Supervisor and Sr. Director in the day to day operations in a manner that ensures quality of each customer transaction/call.
SPECIFIC RESPONSIBLITES:
• Maintain an excellent overall knowledge of Collection Law and Revenue Asset Recovery Policy and Procedures.
• Effectively performs all duties of a RAR Agent and responds to RAR calls.
• Execute effective customer negotiations.
• Troubleshoot basic network and CSG functionality.
• Answer questions of RAR Agents to ensure each call is answered properly and completely.
• Work with RAR Supervisors to ensure call volume is being managed and service levels are met.
• Assists in the training of new RAR Agents through on the job training.
• Assists RAR Agents in determining the resolution of all customer situations.
• Assists Supervisor in checking for errors on reports, adherence and monies collected by gathering appropriate data and relay to RAR Anaylst.
• Assists Supervisor in handling of assigned administrative responsibilities, which include record keeping and general clerical functions.
• Research billing issues and customer complaints as needed to complete resolution.
• Perform supervisory duties as required in the absence of RAR Supervisor.
• Keep management informed of development opportunities of individuals on Team.
• Partner with other RAR Leads to develop and implement motivational incentives/games.
• Operates computer and other office equipment as required.
• Demonstrates courtesy and patience in customer relations.
• Assists Supervisor and Sr. Director with special projects or other duties assigned.
PREFERRED EXPERIENCE/SKILLS:
• High school Diploma or equivalent.
• Successful completion of Mediacom CSG training.
• Working knowledge of Collection Law and RAR Policy and Procedures.
• Adeptness in handling customer complaints to complete resolution.
• Must be a flexible, independent leader; self motivated problem solver who can consistently work in and enjoy a fast pace.
• Must be able to follow guidelines.
• Must have demonstrated success in current RAR Agent role in adherence and monies collected.
• Working knowledge of CATV operations, current services and computer billing system.
• Strong organizational skills including the ability to manage multiple tasks.
• Strong verbal and written communication skills utilizing acceptable English grammar and spelling in a professional manner.
• Ability to work flexible hours including evenings and overtime as required.
• Must have excellent attendance record and no written disciplinary action within the past 6 months.