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Job Description

Do you enjoy helping others? Can you connect with people quickly? Do you have great communication skills? Take Charge America has the position for you!

Job Summary

Supports Open and New Accounts with non-counselor related duties by answering general program related questions; gathering client information to assist counselors with assessments; taking overflow messages; processing EFT changes; calling auto lines to obtain creditor information; and working a variety of outbound tasks.

Reasonable Accomodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions

  1. Makes outbound calls on Web Applications submitted, gathers client information and transfers calls to counselors to complete assessments (New Accounts)
  2. Takes overflow calls and messages (New Accounts)
  3. Reviews pending and past-due accounts for follow-up (New Accounts)
  4. Assists inbound callers with general questions about their situation (New Accounts)
  5. Assist with EFT changes (Open Accounts)
  6. Calling creditors and auto lines to obtain balance updates, including payoffs (Open Accounts)
  7. Contact clients for delinquent payments (Open Accounts)
  8. Has a thorough understanding of creditor policies (New/Open Accounts)
  9. Maintains client records by updating account information in various TCA systems
  10. Completes COA PQI case record reviews, provides input on determining PQI data, receives and reviews PQI data and provides feedback, and participates in the Employee Satisfaction, Benefits and Services Survey.
  11. Other duties as assigned

Non-Technical Essential Job Functions

Physical Demands

  1. Must be able to sit, stand, walk or a combination of the three for up to 10 hours a day
  2. Position requires the ability to speak and hear 100% of the time
  3. Must be able to lift up to 10 pounds

Safety Requirements

  1. Must be committed to a high standard of safety and be willing and able to comply with all safety laws and all of our safety policies
  2. Must be willing to report safety violations and potential safety violations to appropriate supervisor or management

Availability Requirements

  1. Attendance: Must maintain regular and acceptable attendance
  2. Regular Hours: Must be regularly available during business hours and willing to work at least 8 hours per day, five days per week, or such other hours per day or hours per week as we determine are necessary or desirable to meet our business needs
  3. Overtime: Must be available and willing to work such overtime per week as we determine is necessary or desirable to meet our business needs
  4. Weekend and Holiday: Must be available and willing to work such weekends and holidays as we determine are necessary or desirable to meet our business needs
  5. On-site Requirement: Must perform duties onsite, except those job duties which are customarily or by their nature performed offsite (such as meetings, deliveries to designated destinations, or training)

Knowledge, Skills and Abilities

  1. Able to establish a rapport with clients and demonstrate patience
  2. Able to collect client information, analyze client needs and problem-solve
  3. Able to handle stress and/or pressure while interacting with coworkers and clients
  4. Work effectively in a team environment
  5. Excellent interpersonal, written, and oral communication skills
  6. Proficiency with MS Outlook and Word strongly preferred
  7. Comprehension of company policies and procedures
  8. Conduct that supports the company’s ethics, core values, and compliance programs

Education and Experience

  1. High School Diploma or GED required
  2. Service in a Contact Center preferred

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