Collections Representative

The Collections Representative is responsible for the collection of past due balances on delinquent accounts in accordance with both company and applicable Federal and State guidelines. Provides thorough and accurate information regarding customer account standing, collects payments over the phone, updates customer accounts as needed while ensuring call quality is maintained. Communication methods may include predictive dialer systems, inbound/outbound calls, emails, and written correspondence.

Responsibilities include, but are not limited to:

• Locates and monitors overdue accounts using the billing system
• Notifies customers of delinquent accounts through inbound and outbound communication
• Determines the reason for delinquent account with customer, reviews the terms of sale, service, and customer financial obligations
• Debt repayment
• Establishing a repayment schedule based on the customer’s financial situation and applicable guidelines
• Negotiates extensions, credits, and other applicable account modifications where applicable according to company guidelines
• Sends additional communication to the customer, such as email and mail correspondence, where applicable
• Records customer communication and payment / payment schedule in the company’s system for future reference
• Performs skip tracing activities on accounts with inaccurate contact information
• Notifies management of accounts that cannot be contacted
• Forwards accounts to legal/management for proceedings when customers fail to respond to collection efforts
• Follows applicable laws, regulations, and guidelines
• Maintain required levels of phone activity, contact percentages and other key performance indicators provided by management
• Performs other duties as assigned

Requirements:

• 2 years of call center-based collections experience
• High School Diploma or Equivalent
• Effectively communicates in English; both verbally and written with customers. Ability to fluently communicate in Spanish a plus.
• Dialer experience preferred
• Ability to maintain confidentiality and practice discretion and caution when handling sensitive information required
• Must be able to successfully complete pre-employment activities including, but not limited to, a criminal background and drug test