Inbound Bankruptcy Lead Call Specialist Job Description
If you are wondering why you should work for us, here is something to help you decide:
Pay and Bonuses: Earn a competitive salary. All employees are eligible for uncapped commission or annual bonus incentives.
Career Progression: Grow at MCM with paid training and development programs – including our very own MCM Academy – as well as a promote-from-within philosophy.
Reward and Recognition: We are committed to honoring great results – ranging from informal accolades to formal company-wide awards and prizes like all-inclusive vacations.
Tuition Assistance: Pursue a degree or coursework related to your current role, or the role you are striving for.
Healthcare Insurance: Take advantage of comprehensive healthcare plans and options to ensure your continued health, plus fitness membership reimbursements, weight watchers, our wellness rewards Program and more.
Volunteering Opportunities: Enjoy up to eight hours of paid time off each year to volunteer. We also offer volunteer grants and matching financial donations, up to US$ 2,500 per employee annually.
Retirement Savings: Build a strong financial foundation and reach your goals for the future. With all the effort you invest in us, we’re proud to invest in you.
New Family Support: Celebrate your new arrival with company paid leave, new parent flex time, and child back-up care options.
Team-building: Enjoy experiences that inspire bonds with your colleagues through a wide range of company-sponsored team-building events, such as holiday celebrations and department outings.
Work-Life Balance: Enjoy paid and floating holidays, as well as generous paid-time-off.
Our compensation and benefits programs were created with an 'Employee-First Approach' focused on supporting, developing, and recognizing YOU. We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill-building, and tuition reimbursements, and always strive to provide promotion opportunities from within.
The Inbound Bankruptcy Call Lead Specialist will handle the negotiation of payoffs & investigations on inbound escalations each day related to Federal Bankruptcy Law, as well as Probate Law. This resource will work with the Legal Department, Legal Outsourcing Department, Business Development, Pre- and Post-Purchase Teams and other teams to fully investigate upstream legal actions, liens on real property, disputes, buybacks, payoffs of existing liens that survive Bankruptcy discharge, as well as property reviews for both Bankruptcy and Probate accounts in the course of daily operations. This position includes support of the dispute and regulatory compliant handling of consumer and authorized 3rd party calls and correspondence related to Bankruptcy and/or Probate for Midland Funding, LLC, Midland Credit Management, Inc. and Asset Acceptance, LLC. The role is also responsible for mentoring new, and existing, employees including, but not limited to, training, coaching and soft corrections.
Resolve inbound escalations related to complex bankruptcy & probate scenarios wherein judicial liens may have survived a bankruptcy discharge. Also, liens may have been avoided via the bankruptcy legal process and payment may/may not be required. 20%
Collaborate with Internal and Legal Outsourcing to request and follow up on satisfactions of judgment, lien releases, preference demands, post-petition payments, escalations and other legal inquiries. 20%
Maintain SLAs for callbacks, payoff letters, and all metrics related to call handling (i.e. drop rates, abandoned call rates, call volumes). 20%
Conduct training/coaching/mentoring, assist with job aids/SOPs, disperse work to staff and maintain inbound correspondence requests from attorneys, consumers, authorized 3rd parties and other MCM departments. 15%
Collaborate with management and Bankruptcy/Probate Legal on any demand for money/sanctions, threat of suit (verbal or written), court ordered deadlines and legal statutes/deadlines. 10%
Adhere to Compliance requirements, Federal Bankruptcy Laws and Probate Laws in an effort to meet minimum collection expectations. 5%
Identify & obtain proper authorization (i.e. Letters Testamentary, executor paperwork, etc.) and review potential obligation of authorized party for payment on account, judgment and/or judgment liens. 5%
Perform other duties, as assigned. 5%
EDUCATION: High School Diploma
EXPERIENCE: 1-2 years of experience in a fast-paced office environment with high-volume call center responsibilities.
- General knowledge of policies related to call center, bankruptcy and/or probate collections.
- Strong verbal and written communication skills, and moderately skilled in MS Office.
- Ability to maintain composure while multi-tasking and providing excellent customer service.
- Ability to prioritize while working in a high-stress environment.
- Ability to work well with others and remain positive.
- Ability to work efficiently while on phone calls
- Ability to handle 50-75 calls per day.
- Ability to work overtime, if requested.
We are more than a specialty finance company providing debt recovery solutions for consumers. We are a global team of over 4,000 employees whose daily mission is to empower consumers to begin their path towards financial recovery and build a better life for themselves and their families. We know that the only way to support this mission is by hiring exceptional people who bring a diversity of ideas, a collaborative spirit, and a passion for attaining breakthrough results. If you are results-driven, have a passion for helping others, and thrive in an innovative environment, this might be the right place for you!
Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and value diversity at our company. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at Talent@mcmcg.com.