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FINANCIAL CARE REP T-Mobiles front-line team members are our #1 Employees! As an integral part of our stellar Customer Care line-up, our Financial Care Representatives blend their T-Mobile policy know-how and winning people skills to ensure customer satisfaction through effective and timely resolution of customer inquiries and billing disputes. OPPORTUNITYYOUR CHANCE TO SHINE Our hard-working Financial Care Reps offer reassurance, support and resolution for T-Mobile customers with past due accounts, billing disputes or other financial inquiries. In this role youll be empowered to evaluate and modify accounts based on the customers request, balancing the customers needs against T-Mobiles Credit and Fraud policies and risk procedures. Youll get a first-hand sense of how important T-Mobiles service is in the lives of our customers and your ability to stay true to the T-Mobile commitment to customer service and handle customer disputes with fairness and empathy will be key to your success. Youll also enjoy the incentives and recognition T-Mobile has in place to reward the efforts of this vital component of our front-line team. Plus, the opportunities for advancement make it perfect for people looking to establish a long-term career with T-Mobile. TALENT SUITABILITYARE YOU THE RIGHT FIT? A keen sense of humor and a sincere sense of compassion are the hallmarks of our most successful Financial Care Representatives. With common sense and objectivity, they gracefully handle tough billing disputes and relish the opportunity to sell T-Mobiles service all over again to customers with past due accounts. A gift for making people feel comfortable over the phone is essential in this role, as are the communication skills necessary to translate official corporate policy into laymans terms. These pros relish their supportive work environment and are committed team players who take real pride in their work. RESPONSIBILITIES Maintain exceptional customer service as your primary goal Negotiate payment arrangements Collect payments on past due accounts Strive for one-call resolution of customer issues Demonstrate positive and cooperative behavior with customers and coworkers Meet department productivity and quality standards Appropriately disburse adjustments and account credits in accordance with T-Mobile policy Handle billing disputes and re-rates Complete ongoing training to stay abreast of service and policy changes Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities. QUALIFICATIONS Six months to one year Customer Service, Sales or Financial Services experience Call center and wireless experience a plus High School diploma or equivalent GED Previous collections experience (helpful) A knack for stellar verbal and written communication A head for numbersi.e. Basic math proficiency Excellent organizational and time management skills Demonstrated competency in Windows based environment, keyboarding proficiency and use of automated systems Ability to thrive in a lively working environment and multi-task The flexibility to work weekends and other varied shifts as assigned