Call Center Agent

Summary

Join Portnoff Law Associates, Ltd. (PLA), a well-established law firm specializing in collecting unpaid real estate taxes and municipal utility fees, as a Call Center Agent. This remote position (following on-site training) involves being the primary contact for property owners regarding delinquent payments. You will handle inbound calls, explain unpaid claims, negotiate payment plans, and assess hardship cases. PLA offers a supportive work-life balance and competitive benefits, including a free fitness facility. The role requires strong communication, negotiation, and problem-solving skills, along with experience in debt collection under the FDCPA and MCTLA. Successful candidates will demonstrate empathy, diplomacy, and the ability to build relationships. Apply today to join our vibrant team!

Requirements

• Confident and clear telephone speaking voice
• Effective verbal expression combined with excellent active listening skills
• Demonstrated skills of poise, empathy, diplomacy, and tact
• Ability to work with and synthesize information from multiple sources
• Capable of rapidly analyzing and delivering concise, accurate summaries of discussions
• Skilled in building relationships and working effectively with individuals at all levels, both within and outside the organization
• MS Office Proficiency
• Dependable, with strong work ethic and personal integrity
• One-three years of experience successfully managing collection claims subject to the FDCPA and the FCEUA
• High School Diploma or equivalency
• One-three years’ experience successfully managing collection claims subject to the FDCPA and the FCEUA

Responsibilities

• Maintain an ongoing understanding of, and consistently comply with, the rules and regulations associated with the Fair Debt Collections Practices Act (FDCPA), the Municipal Claims and Tax Liens Act (MCTLA) and PLA processes and procedures
• Respond to a high volume of inbound telephone calls and/or website inquiries pursuant to PLA operating procedures and directives
• Return voicemail messages to property owners in accordance with PLA operating procedures and directives
• Evaluate file status and respond quickly and appropriately to call inquiry
• Effectively negotiate payment arrangements consistent with client and PLA parameters. Accurately calculate payment amounts and record instructions for payment allocation. Create payment plan modules and diary/rediary file(s) with the appropriate action plan code(s)
• Screen callers and evaluate eligibility for hardship consideration. Prepare applications as directed or as needed
• Document accurate and comprehensive call summaries and diary/rediary file(s) with appropriate action plan code(s)
• Communicate with legal staff, Account Managers and/or other departments as needed
• De-escalate dissatisfied callers. Resolve complaints. Redirect callers to the appropriate individual when needed
• Satisfy established key performance indicators (KPI)
• Attendance in the office as scheduled or when needed
• Other duties as assigned

Preferred Qualifications

Fluent in Spanish

Benefits

• Health Reimbursement Arrangement (Full-time employees)
• Dental and Vision Coverage (Full-time employees)
• 401(k) Retirement Investment Plan with Employer Match
• Paid Time Off & Holidays (Full-time employees)
• Section 125 Flexible Spending Account
• Portable Colonial Supplemental Life and STD/LTD Insurance Options
• Employee Assistance Program
• Free Fitness Facility