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. Someone with experience working in a remote environment is preferred. Candidates will need to have a flexible schedule to work M-S anytime between the hours of 8am-8pm.

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, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
• Consistently meets or exceed established goals and performance metrics.
• Demonstrates a high degree of professionalism, integrity, and ethical behavior, including by maintaining the confidentiality of sensitive employee, customer, and/or business data.
• Interacts with customers to assist with a variety of customer inquiries and issues. Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse.
• Follows company policies and procedures as well as guidelines for Customer Proprietary Network Information (CPNI) and Personal Information (PI).
• Acts as a product expert, articulating product features (Cable TV, Internet, Phone and Home Security).
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for