Call Center Agent (Full and Part-Time positions) Job at Portnoff Law Associates,

Call Center Agent (Full and Part-Time positions)

Join to apply for the Call Center Agent (Full and Part-Time positions) role at Portnoff Law Associates, Ltd.

Position: Call Center Agent

Department: Operations - Legal

FLSA Status: Non-Exempt

Worksite status: Remote (After Successful Completion of 100% On-site Training)

Anticipated Start Date: October 1, 2025

Established in 1989, Portnoff Law Associates, Ltd. is a law firm that limits its practice to the collection of unpaid real estate taxes and municipal utility fees. PLA now represents more than 200 municipal clients throughout Pennsylvania, with offices in King of Prussia, Allentown, and Aliquippa.

PLA is looking for dynamic candidates who are fueled by a passion for excellence and excel in both verbal and written communication. Joining PLA means becoming part of a vibrant team dedicated to serving municipal clients with distinction. The work environment at PLA fosters lasting relationships, with many employees celebrating long-tenured careers and advancement into leadership roles. PLA provides a supportive work-life balance atmosphere.

The primary location for PLA employment is our corporate King of Prussia main office with safe and free parking. The location is conveniently situated near Routes 76 and 202 with easy access to public transportation. PLA offers competitive employment packages, including free access to our fitness facility.

Role Summary

The Call Center Agent is the primary point of contact for property owners in connection with the collection of delinquent municipal taxes and fees. The Call Center Agent responds to inbound telephone calls and voicemails, provides callers with details concerning unpaid claims, negotiates payment terms and screens callers for hardship consideration.

Essential Duties and Responsibilities

• Maintain an ongoing understanding of, and consistently comply with, the rules and regulations associated with the Fair Debt Collections Practices Act (FDCPA), the Municipal Claims and Tax Liens Act (MCTLA), and PLA processes and procedures.
• Respond to a high volume of inbound telephone calls and/or website inquiries pursuant to PLA operating procedures and directives.
• Return voicemail messages to property owners in accordance with PLA operating procedures and directives.
• Evaluate file status and respond quickly and appropriately to call inquiries.
• Effectively negotiate payment arrangements consistent with client and PLA parameters; accurately calculate payment amounts and record instructions for payment allocation; create payment plan modules and diary/rediary files with the appropriate action plan codes.
• Screen callers and evaluate eligibility for hardship consideration; prepare applications as directed or as needed.
• Document accurate and comprehensive call summaries and diary/rediary files with appropriate action plan codes.
• Communicate with legal staff, Account Managers and/or other departments as needed.
• De-escalate dissatisfied callers, resolve complaints, and redirect callers to the appropriate person when needed.
• Meet established key performance indicators (KPIs).
• Attendance in the office as scheduled or as needed.
• Other duties as assigned.

Qualifications

• Confident and clear telephone speaking voice.
• Effective verbal expression combined with excellent active listening skills.
• Demonstrated poise, empathy, diplomacy, and tact.
• Ability to work with and synthesize information from multiple sources.
• Capable of rapidly analyzing and delivering concise, accurate summaries of discussions.
• Skilled in building relationships and working effectively with individuals at all levels, both within and outside the organization.
• Dependable, with strong work ethic and personal integrity.
• One to three years of experience successfully managing collection claims subject to the FDCPA and the FCEUA.
• Fluent in Spanish is a plus (premium rate).

Education and/or Experience

• High School Diploma or equivalent.
• One to three years’ experience successfully managing collection claims subject to the FDCPA and the FCEUA.

Compensation and Benefits

• Commensurate with experience
• Health Reimbursement Arrangement (Full-time employees)
• Dental and Vision Coverage (Full-time employees)
• 401(k) Retirement Investment Plan with Employer Match
• Paid Time Off & Holidays (Full-time employees)
• Section 125 Flexible Spending Account
• Portable Colonial Supplemental Life and STD/LTD Insurance Options
• Employee Assistance Program
• Free Fitness Facility

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Wireless Services, Telecommunications, and Communications Equipment Manufacturing

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