Representative 1, Credit & Collections - High Risk

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 identifying and acting on installation activity associated with charged off debt. Accurately and confidently handling 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. Customers may include commercial or residential customers. 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 the Company’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.

Eligible candidates must reside in one of the following states:
MASS, NH, NY, CT, NJ, VT, PA, OH, VA, WV, MD, DE, DC, NC

Job Description

Core Responsibilities

• Performs research to determine ownership and validity of charged off debt.
• Contacts customers to collect payments and/or documentation necessary to allow orders to be completed.
• Utilizes multiple tools such as, internal billing systems, Lexis Nexis, and ePort, to locate additional information to assist in making decisions on installations associated with high debt addresses or charged off debt.
• Ensures documentation meets company guidelines required to approve installation order.
• Processes secure customer payments, and/or creates payment arrangement in accordance with policy. 
• Basic understanding of the billing statements.
• Utilizes established escalation procedures to expedite prompt resolution.
• Works in a fast-paced, structured, dynamic and high-transaction environment, …