Services and Support Specialist
Location:
Reno , Nevada
Posted:
October 22, 2017
Reference:
00129271
Description  
As a Collector you are responsible for all reports that are directed to you for the work that you are responsible for on a daily basis. As a Collection representative, you maintain your Collection Queue daily, collect balances on accounts, make payment arrangements, settlements as well as post payments. You are also responsible for making outbound calls to customers and other financial institutions as well as take any incoming calls and/or return customer calls. You should maintain and keep up to date skip tracing information, document each account you work and respond to customer correspondence. All customer responses should be documented via case notes or case documentation through our internal scanning process. You have the ability to place customer accounts on ban control to recover funds and place ACH debits. Make decisions to write off/waive account balances as well as outsource an account to a third party collections agency. Additionally you will be expected to perform all other Risk Management activities such as closing customer accounts and collaborating with various departments in order to make the best decision possible. You are required to collect a minimum of $150,000 per month. 
Qualifications  
Working procedures and/or responsibility assigned:  
 
Perform at your best.
 
o   Improve your work knowledge by participating in training opportunities and cross training
o   Make and deliver on commitments
o   Actively solicit on-going feedback from co-workers and managers, apply those learnings to enhance performance and capabilities
o   Strive for excellence in execution  
o   Pursue and embrace change, even if it involves risk
Contribute to positive work environment
 
o   Always behave in a professional manner
o   Be open, fair and honest. Respect all employees
o   Take ownership and learn from both successes and mistakes
o   Create a positive work environment
o   Give high value to new and creative approaches.
o   Maintain 100% engagement  through training, development, and WCGB activities
o   Work on a min of 1 special project per year
 
Protect merchants and Intuit from losses

o   Manage daily workload to ensure timely completion
o   Prioritize work load to ensure efficiency
o   Reduce customer complaints by increasing customer contact through remaining available for incoming calls
o   Maintain 90% + overall service level and strive for one call resolutions
Workload Management
 
o   Monitor Assigned workload to completion
o   Maintain a collections collected minimum amount of $150,000 per month
o   Call volume should be no less than 50 per scheduled day of work 
o   Monthly queue reviews should reflect 100%  current accounts and all accounts should be worked within policy and procedure
o   Discretion in waivers less than $100 to "do the right thing now"
 
 
Secondary Functions:
 
  • Any work that is assigned directly from supervisor and/or manager in their absence
  • Misc. projects that are assigned
  • Tasks you take on solely and under the discretion of your management team
  •  Teaching other departments and/or representatives new tools, reports, and/or formats
  •  Serve as back up for the agent assigned as your "back up buddy"

 
 
 
 
Imagine a career where your creative inspiration can fuel BIG innovation. Year-over-year, Intuit has been recognized as a best employer and is consistently ranked on Fortune's "100 Best Companies To Work For" and Fortune World's "Most Admired Software Companies" lists. Immerse yourself in our award winning culture while creating breakthrough solutions that simplify the lives of consumers and small businesses and their customers worldwide.
Intuit is expanding its social, mobile, and global footprint with a full suite of products and services that are revolutionizing the industry. Utilizing design for delight and lean startup methodologies, our entrepreneurial employees have brought more than 250 innovations to market - from QuickBooks® and TurboTax®, to GoPayment, Mint.com, big data, cloud (SaaS, PaaS) and mobile apps. The breadth and depth of these customer-driven innovations mean limitless opportunities for you to turn your ingenious ideas into reality at Intuit.
Discover what it's like to be part of a team that rewards taking risks and trying new things. It's time to love what you do! Check out all of our career opportunities at: careers.intuit.com . EOE AA M/F/Vet/Disability
Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.
Not for you? Check out these other opportunities:
Service and Support Representative
  • Supportability Specialist
  • Contact Center Operations Analyst
  • Contact Center Operations Analyst
  • Contact Center Operations Analyst
  • See More…


  • A little about us:
    We hire team members that share these values: Integrity Without Compromise. We Care and Give Back. Deliver Awesome. Win Together. Learn Fast. Delight Customers. Be Passionate. Be Decisive. Be Bold.

    Know someone who would be interested in this job? Share it with your network.