Collection Representative

Job Description: Coign Customer Care Agent

Position: Customer Care Agent
Department: Credit Card Services
Location: Colorado Springs, CO

Employment Type: Full-Time

Start Date: Monday January 20th 

Hours: Monday to Friday - Either 8am to 5pm or 9am to 6pm (must be flexible to work either shifts) 

Training: Mondayto Friday 8am-5pm (1 Week) 

Hourly Rate: $18.00 per hour

About Us: We are a leading financial services company dedicated to providing exceptional customer service to our credit card holders. Our mission is to ensure that our clients receive the best possible support and guidance for all their credit card needs.

Coign is America's first credit card built by Conservatives for Conservatives. Coign is helping Conservatives to align their dollars with their values. We're proud that the dollars our customers spend are invested in Conservative causes.

Job Summary: As a Customer Care Agent in our Credit Card Services department, you will be responsible for handling customer inquiries, resolving issues, and providing information about our credit card products and services. You will play a crucial role in maintaining customer satisfaction, first contact resolution, and loyalty by delivering high-quality service.

Key Responsibilities:

• Process Inbound and Outbound Calls, Chats, and Emails: Respond to incoming contacts from credit card holders with professionalism and empathy. Place outbound welcome calls to new customers.
• Provide Information: Offer detailed information about credit card products, services, rates, and terms.
• Resolve Issues: Address and resolve customer concerns, including billing inquiries, transaction disputes, and account management.
• Process Transactions: Assist customers with processing payments, balance transfers, and other credit card transactions.
• Fraud Monitoring: Monitor accounts for fraudulent activity and assist customers in resolving any issues related to fraud.
• Document Interactions: Accurately record customer interactions and maintain up-to-date records in our database.
• Follow-Up: Conduct follow-up calls to ensure customer satisfaction and address any additional needs.
• Compliance: Ensure compliance with all internal controls, policies, and procedures.
• Collaborate: Work closely with other departments to ensure seamless service delivery.

Qualifications:

• High School Diploma or Equivalent: Required.
• Experience: Previous experience in a call center or customer service role, preferably in a financial or credit card environment.
• Communication Skills: Excellent verbal and written communication skills.
• Empathy and Patience: Ability to handle calls with empathy, patience, and understanding.
• Problem-Solving Skills: Strong problem-solving abilities and attention to detail.
• Technical Skills: Proficiency in using computer systems and customer service software.
• Multitasking: Ability to manage multiple tasks and prioritize effectively.