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 supporting accounts as they move through the collection timeline, ensuring accounts receive collection activity in timely manner. Also responsible for 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, residential, federal and local government, hospitality, national, VIP, and multiple dwelling units (MDUs). Facilitates interactions with customers in a way that is in accordance with the Company’s service delivery strategy. Acts as an agent for a variety of ticket types, chat, email escalations and aging accounts. 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 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. Has developed specialized knowledge/skills in own area. May act as a resource for colleagues with less experience.
Job Description
Core Responsibilities
- Utilize a mastery of the collections timeline to ensure appropriate decision making.
- Real time agent for chat to communicate with customers.
- Liaison between internal and external customers regarding complex account issues, such as payment fraud, security risks and executive/corporate customers escalations.
- Make outbound and receive inbound customer contact to resolve extreme delinquencies, unauthorized charge disputes, account status and “as-needed” projects.
- Provide mentorship to lower level agents including training, coaching and quality assurance.
- Complete compliance research to ensure adherence to collections policies and procedures (bad debt tool, and out of compliance ERone tickets, chats, etc).
- Attempt to find the root cause for delinquency by researching accounts and notes in various systems in order to take the appropriate action.
- Accurately apply account credits for items such as debt amnesty, bankruptcy, and unauthorized charges.
- Explain billing cycles, processes, and prorates with a high level of accuracy to ensure that customers understand their statement and resolve any billing discrepancies.
- Process and schedule disconnects and or payments on delinquent accounts. Accurately calculates and communicates fees, and one-time and recurring monthly fees.
- Multitask between multiple tools and systems, with high degree of efficiency, and applies information and knowledge to bring resolution to the customers’ situations.
- Respond timely to escalations, utilizing established procedures, from internal customers to allow new installations and resolve customer concerns.
- Follow company policies and procedures as well as guidelines for Customer Proprietary Network Information (CPNI) and Personal Information (PI).
- Work 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.
- Demonstrate a high degree of professionalism, integrity, and ethical behavior, including by maintaining the confidentiality of sensitive employee, customer, and/or business data.
- Interact 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.
- 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 each other, our customers, investors and our communities.
Disclaimer:
- This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality—to help support you physically, financially and emotionally through the big milestones and in your everyday life.
Please visit the benefits summary on our careers site for more details.
Education
High School Diploma / GED
Certifications (if applicable)
Relative Work Experience
5-7 Years
Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.
