Field Collections Specialist (Outside)-39428

1-Promotes customer retention and reduces bad debt by collecting monies via telephone and in the field from delinquent and non-pay disconnected accounts across all product lines including Residential and Cox Business Services while remaining in accordance with State and Federal privacy and collection laws.
2-Promotes positive customer relations by effectively communicating with customers, both on the phone and in person. Reduces equipment loss by recovering converters and remote units in the field from delinquent and disconnected accounts.
3-Safeguards all company monies and assests collected. Safeguards all company issues work orders, sensititve customer information tools and intellectual property.
4-Promotes positive customer relations by effectively communicating with customers, both in person and on the phone, about relevant company policies and procedures, and by negotiating resolutions in a sensitive and professional manner.
5-Assures accurate company records by completing reports, documenting payment plans, and mailing standard letters. Provides audit, clerical, and telephone support by checking, processing, and inputting information from pending work orders.
6-Minimizes financial losses through the timely processing of equipment retrieval requests, bankruptcies filings (to include debt re-organization/credit counseling vendors), public administration filings, return checks, stolen and fire damaged equipment reports and credit card denials.
7-May perform soft disconnect in customer database when appropriate. Proactively monitors at risk accounts to prevent high dollar write-offs.
8-Participates in investigations of telephone fraud. Responds to inquiries of rate, services and possible fraud to ensure that subscribers complaints are answered in accordance with the requirements of the state tarriffs and/or governmental regulation agencies. Any possible recourses and options are fully investigated and brought to resolution.
9-Follows all field job safety requirements as defined by company policy, including but not inclusive of; driving safety, company provided equipment procedures, ladder safety, and handling procedures, etc.
10-At higher levels, provides intermediary leadership for Credit Services department. Provides supervisory support in the absence of supervisor. Aids in the achievement of department goals by performing duties that support field and internal collection efforts. Answers escalated calls and networks with other departments to troubleshoot and solve issues.
Qualifications:
HS diploma or GED Equivalent
Min. 1 year customer service experience required

Dept/Org Scope & Impact - Entry level support role requiring basic skills; can perform some of the basic tasks within the function; some impact at the job or department level

Problem Complexity - Performs simple, routine work; Selects correct processes from clearly prescribed rules, past practices, or instruction; Seeks advice and guidance on non-routine or problem areas from supervisor. Any deviations from the norm are cleared by the supervisor/manager

Autonomy - Under close supervision, exercises limited latitude/independent judgment; Work typically involves detailed checks or close review of output by a senior co-worker and/or supervisor/manager

Knowledge - Assignments require minimal knowledge beyond the assigned work; Demonstrates correct understanding of routine aspects of work

Cox Communications, Inc. and its subsidiaries are Equal Opportunity Employers. We have a tradition of encouraging a wide diversity of talents through a broad range of hiring practices. Please note those individuals submitting resumes online or by mailing a resume are not considered an applicant for employment until a signed employment application form is completed, usually at the