Customer Service Agent – First Party Collections

About the role

The Customer Service Agent (First Party) interacts directly with customers of our clients to negotiate payment arrangements and resolve disputes related to outstanding debt. The role requires a professional, customer‑friendly approach while adhering to all applicable federal, state, and local debt‑collection regulations.

Key responsibilities

• Engage customers to discuss payment options and resolve debt‑related disputes.
• Educate customers on account terms and conditions.
• Identify and process refunds or dispute resolutions.
• Maintain accurate and timely updates to client information systems.
• Communicate verbally and in writing with supervisors, managers, and customers.
• Follow verbal and written directions from supervisors.
• Interpret policies, procedures, and legal guidelines.
• Participate in problem‑solving and decision‑making activities.
• Operate computer systems and related equipment with proper dexterity.
• Promote a respectful and courteous work environment.
• Maintain work areas and equipment according to safety standards.
• Perform additional tasks as assigned by management.

Required profile

• At least one year of customer service experience, preferably in collections.
• High school diploma or GED equivalent.
• Business‑level proficiency in written and spoken English.
• Successful completion of a company‑sponsored three‑week training program.
• Strong interpersonal and verbal communication abilities.
• Moderate typing speed (minimum 35 wpm).
• Basic math and writing skills.
• Ability to pass a background check and obtain a Minnesota Debt Collector license.
• Coachable, receptive to feedback, and willing to learn.
• Ability to maintain a consistent full‑time schedule.

Required skills

• Typing (minimum 35 wpm)