Representative 4 - 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 manages complex collections issues and escalations requiring advanced and specialized expertise. The role resolves complex and escalated issues, serves as a subject matter expert, and provides guidance to representatives and leaders. The role supports customer experience, operational effectiveness, and continuous improvement. Job Description Core Responsibilities Uses advanced and specialized knowledge of company processes, policies, collections laws, and regulations to resolve complex and escalated issues and provide guidance to others.   Communicates with internal customers (sales employees, customer service employees, collections employees) in real-time via chat to resolve complex and escalated inquiries and provide guidance on collections-related issues.   Works Enterprise Case Management (ECM) tickets within established service levels.   Partners with internal customers on a range of collections-related topics, including but not limited to bankruptcy, billing questions and disputes, balance inquiries, and credit disputes.   Serves as a subject matter expert for frontline and back-office teams by resolving complex escalations, discrepancies, and operational issues.   Engages with customers through outbound and inbound contact to address and resolve significant delinquencies.   Investigates accounts to determine the root causes of delinquency, resolves complex escalations, and identifies broader issues or trends.   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.   Provides operational support and guidance to representatives and leaders, helping maintain business continuity and addressing escalated issues.