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. 

• Identifies process improvement opportunities, recommends solutions, and shares insights to enhance team effectiveness and operational performance. 

• Supports the implementation of new initiatives through training, knowledge transfer, and readiness activities. 

• Mentors representatives to strengthen knowledge, skills, and overall team capability. 

• Operates with little to no direct supervision within established procedures and practices. At times, may serve as a team lead but is not a supervisor. 

• 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.

• Support a culture of inclusion in how you work and lead.

• 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.

Comcast is 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.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. 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 compensation and benefits summary on our careers site for more details.

Education

High School Diploma / GED

Relevant Work Experience

7-10 Years