Customer Solution Specialist

This job is located at 814 Commerce Drive, Oak Brook, IL 60523

PLS ® Overview:

Why PLS? Because You Deserve Better!® PLS — which stands for People – Location – Service — is a leading retail provider of financial services. The "P" comes first, because our customers are at the center of everything we do, and we recognize that it's our exceptional team members who go above and beyond every day. The PLS Group, headquartered in Chicago, is comprised of over 200 financial service centers in 12 states. Through our check cashing stores, we provide consumers with convenient financial products and services to help them manage their day-to-day financial needs. Although many of our customers have banking relationships, we believe that our customers use our financial services because they are convenient, transparent, and frequently more affordable than available traditional alternatives. PLS was founded in 1997 by Bob and Dan Wolfberg, who serve as Co-Presidents.

AUTO COLLECTIONS

Position Overview:

This position is responsible for the collection and resolution of assigned delinquent Auto accounts for PLS stores. The person contacts customers by phone, text message, and email in an attempt to collect current and past due payments. He or she will provide superior customer service and work with customers in a proactive manner in order to minimize bad debt.

Job Responsibilities :

• Maintain and manage assigned customer accounts in queue.
• Provide superior customer service regarding collection issues; process customer refunds; process and review account adjustments and resolve discrepancies.
• Establish payment plans and follow up with customers to ensure agreements are fulfilled.
• Work with customers in a proactive manner in order to minimize bad debt and reduce delinquencies.
• Review and prioritize collection activities to maximize collections.
• Research and reconcile misapplied payments.
• Identify accounts that become severely delinquent and escalate to the manager for a repossession recommendation.
• Perform other tasks and duties as assigned.

Job Requirements:

• Prior experience in a retail or call center environment
• Excellent customer service skills
• The ability to work a flexible schedule, including evening and weekend shifts
• Previous Auto collections experience, preferred
• Demonstrated written and verbal communication skills
• Be able to work effectively in a fast-paced environment and prioritize workload while meeting deadlines
• Must be a team player
• Must be dependable and goal driven
• Spanish/English bilingual is a plus

Working Conditions and Physical Requirements:

• This role requires regular in-person collaboration with team members at our Oak Brook Support Center.
• Must be able to sit and/or stand for extended periods
• Must be able to lift up to 15 lbs. with little assistance
• Must be able to work in restrictive spaces and maintain concentration in a busy environment with moderate to high noise levels
• Must manage several tasks at one time and handle frequent interruptions to meet the needs and requests of customers

Benefits:

Benefits for eligible team members include medical/dental/vision, 401(k), vacation, opportunities for advancement, and ongoing training.

We strive to demonstrate our Core Values in all positions at PLS:

Communication Customer Focus Integrity and Trust Teamwork Results

PLS is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law. PLS is a drug-free workplace. PLS provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify your Recruiter or a member of our Human Resources team at [email protected] to make arrangements. The decision on granting accommodation will be made on a case-by-case basis.

For jobs located in the City of Los Angeles, consistent with the requirements of the Fair Chance Initiative for Hiring Ordinance, qualified applicants with criminal histories will be considered for employment