Representative 3 - 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 customer interactions within the collections process, ensuring effective resolution of complex account issues and escalations. It involves applying comprehensive knowledge and problem-solving to identify appropriate solutions. The role supports customer experience and financial operations while serving as a resource to representatives.

Job Description

Core Responsibilities

• Uses strong knowledge of company processes, policies, collections laws, and regulations to independently evaluate complex issues and identify appropriate solutions. 

• Communicates with internal customers (sales employees, customer service employees, collections employees) in real-time via chat to resolve complex inquiries and escalations 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. 

• Serves as a resource 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 and identifies appropriate solutions to complex account issues. 

• 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. 

• 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, helping maintain business continuity and addressing escalated issues. 

• Completes work assignments independently with limited supervision, but still generally within standard policies, protocols, and procedures. 

• 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.

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 benefits summary on our careers site for more details.

Education

High School Diploma / GED

Certifications (if applicable)

Relevant Work Experience

5-7 Years

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.