Representative 1, Collections - Commercial

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Responsible for accurately and confidently handling commercial customers’ inquiries while using negotiation skills to collect delinquent balance(s) and retain the customer on both inbound and outbound calls, while following federal and state collection guidelines and laws. Facilitates interactions with customers in a way that is in accordance with the Company’s service delivery strategy. Establishes rapport and promotes effective relationships, upholding Comcast’s commitment to the customer experience through our programs such as Net Promoter System (NPS), and the Comcast Customer Guarantee. Relates well to the customer and demonstrates a favorable image of the organization through effective use of soft skills (including active listening and problem-solving skills), professional communications, and internal/external customer interactions. Acts in the best interest of both the customer and company. Works on straight forward tasks using established procedures.

This is a REMOTE position.

Qualified candidates will need to reside in one of the following states: MA, NH, NY, CT, NJ, VT, PA, OH, VA, WV, MD, DE, DC, NC

Job Description

Core Responsibilities

• Review past due accounts and contact commercial customers to arrange an acceptable payment arrangement/program for accounts from which sufficient funds can be challenging to collect.
• Follows applicable national credit and collection policies, as well as all Federal, State, and Local regulations.
• Multitasks between multiple tools and systems and applies information and knowledge to bring resolution to the customers’ situations.
• Explains billing cycles, processes, and prorates effectively to ensure that customers understand their statements including accurately calculating and communicating fees, one-time charges, and/or recurring monthly fees.
• Process secure customer payments, and/or create payment arrangement in accordance with policy.
• Processes and schedule disconnects on delinquent accounts.
• Utilizes established escalation procedures to expedite prompt resolution.
• Consistently meets or exceed established goals …