Representative 2 - Credit & Collections

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 This job plays a critical role in managing the collections process, ensuring accounts receive timely and appropriate action. It involves interacting with customers to resolve delinquencies, providing clear billing explanations, and maintaining account accuracy. The role supports the company's commitment to customer experience by applying working knowledge to resolve issues within established collection guidelines and policies. Job Description Core Responsibilities Uses working knowledge of company processes, policies, collections laws, and regulations to independently assess and resolve issues within established procedures.   Communicates with internal customers (sales employees, customer service employees, collections employees) in real-time via chat to resolve inquiries and facilitate collections and/or issue resolutions.   Works Enterprise Case Management (ECM) tickets within established service levels.   Works with internal customers on a range of collections-related topics, including but not limited to bankruptcy, billing questions and disputes, balance inquiries, credit disputes, etc.   Engages with customers through outbound and inbound contact to address and resolve significant delinquencies.   Investigates accounts to determine the root causes of delinquency and determines appropriate actions within established procedures.   Credits accounts for specific resolutions such as bankruptcy filings, debt amnesty, and unauthorized charges.  Explains billing details to internal customers to ensure understanding and resolution of any discrepancies.   Reviews sensitive customer information and documents to support account research and resolution.  Manages the processing of disconnections and scheduling of payments for accounts with overdue balances.   Calculates and conveys fees and charges to internal customers accurately.   Multitasks with various systems to research accounts and resolve customer issues promptly.   Works within established procedures with a moderate degree of supervision but occasionally requires some basic problem-solving.  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.