Customer Service Representative - Collections

Collections Representative:

Description

We are seeking a highly motivated Collections Rep to join our team! The successful candidate will be responsible for managing outstanding accounts and facilitating timely payment collections. This role requires excellent communication skills and the ability to negotiate effectively with customers to resolve outstanding balances. If you are a results-driven individual with a strong attention to detail and a passion for customer service, we want to hear from you!

Responsibilities

• Handle high volume of incoming customer calls in a professional and timely manner.
• Contact customers with past due accounts and negotiate payment plans or settlements
• Monitor and manage the collections queue to ensure prompt payment of outstanding invoices
• Utilize available resources and defined research procedures to quickly respond to all inquiries regarding violation resolution. 
• Maintain PCI compliance as it relates to collecting and processing payments with credit card and/or banking information. 
• Update customer accounts with accurate and up-to-date information regarding payment arrangements and collection efforts
• Follow up with customers regarding payment promises and resolve any issues or discrepancies
• Collaborate with Customer Service team to ensure payment is received promptly and customer satisfaction is maintained
• Identify and report any potential issues or trends related to collection efforts to management
• Maintain accurate and comprehensive records of all collection activities and communications

Knowledge, Skills & Abilities:

• Ability to speak clearly and listen effectively. 
• Strong working knowledge of basic math. 
• Strong customer service skills. 
• Good analytical and organization skills. 
• Working knowledge of personal computers and related software; Microsoft Office including word processing, spreadsheets, and databases. 
• Must possess keyboarding skills of 30 wpm and 10-key touch. 
• Multi-tasking capabilities; ability to think logically and time management organized, flexible, and goal-oriented. 
• Ability to exercise tact and to handle customer interactions in a fast, courteous and efficient manner. Ability to establish and maintain effective working relationships with others. 
• Ability to de-escalate, research and resolve complex calls. 
• Must be able to maintain a composed and customer-centric tone, skillfully navigating conversations with a reassuring and empathetic approach to ensure an outstanding customer service experience.
• Must be able to maintain confidentiality. 

Requirements

• High school diploma or equivalent from an accredited institution; some college preferred
• Bilingual, fluent in both English and Spanish preferred
• At least 2 full and/or consecutive years of experience working in a call-center environment.
• Prior experience in collections or a related field is highly desired
• Strong verbal and written communication skills
• Excellent negotiation and problem-solving abilities
• Proficient in the use of collections software and computer systems and the ability to learn new software quickly.
• Solid understanding of customer service principles and practices
• Ability to work independently and collaboratively in a fast-paced environment
• Strong attention to detail and accuracy
• Exceptional organizational and time management skills
• Must have availability to work 40 hours per week and be able to commit to any 8-hour shift assigned by client between the operational hours of Monday – Saturday, 6:30am to 8:00pm without exception.

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