Call Center Rep - Quality Service Associate Buf 2352 052025

Position Overview

For 38 years, ConServe has been a leading provider of accounts receivable management and collection services specializing in customized solutions for colleges and universities, guaranty agencies, private lenders, credit unions and government contracts. We embody our principle of helping people fulfill their obligations in ways that preserve their dignity, enhance self-confidence, and empower them with a sense of control – a commitment we call Fostering Financial Freedom®.

Our Quality Service Associates manage and collect delinquent accounts using a consultative approach to identify the most appropriate resolution for each situation. Please note: this posting is only for candidates residing in the Buffalo, New York area; applications from those outside of these areas will not be considered. This is a remote work opportunity.

Key Responsibilities

• Obtain detailed information from consumers to assess their current financial situation and determine appropriate solutions.
• Provide consultative solutions to help consumers resolve their obligations administratively or voluntarily.
• Gather proper documentation from consumers and ensure timely follow-up.
• Meet daily, weekly, and monthly performance goals as set by management.
• Maintain daily productivity by managing a specified number of accounts/cases and ensuring an adequate volume of phone calls.
• Achieve high levels of customer satisfaction, as measured by compliments and post-call surveys.
• Maintain and update records in the system to maximize contacts.
• Conduct skip-tracing to assist in locating and contacting consumers and businesses.
• Adhere to ConServe’s Blueprint Quality Management System, Code of Conduct, and Compliance Program.
• Perform other duties as assigned.

Required Qualifications

• High School Diploma or GED is required.
• Ability to work the required scheduled shift.
• Fluent in conversational English with proficient reading and writing skills.
• Strong verbal communication skills with the ability to listen, persuade, negotiate, and resolve issues.
• Intermediate computer skills for documenting calls and navigating software, databases, and the internet.
• Excellent organizational and time management skills with strong attention to detail.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proven ability to maintain confidentiality and a high level of trustworthiness.
• Ability to obtain and maintain Government Security Clearance and State Collections Licensure.
• U.S. Citizenship or lawful Permanent Resident alien with three or more years as a permanent resident in the United States.
• No conflicts of interest with ConServe or our Clients.
• Physical ability to occasionally lift/move up to 25 pounds, sit for the entire shift, and perform extensive phone and computer work.

Preferred Qualifications

• Associates or Bachelor’s Degree preferred

Benefits & Perks

• Award-winning benefits packages
• Flexible schedules
• Growth opportunities
• Repeatedly named one of the Best Places to Work in Collections
• Two-time recipient of the Better Business Bureau’s Torch Award for Ethics