What are the responsibilities and job description for the Debt Recovery Specialist position at LAC Courte Oreilles Band of Lake Superior Chippewa?
The Debt Recovery Specialist is a critical customer-facing role responsible for the effective and compliant collection of extremely delinquent and charged-off debt balances. This position requires a highly motivated, empathetic, and results-oriented individual who can navigate sensitive conversations, negotiate payment arrangements, and resolve complex debt situations while adhering to all applicable regulations and company policies. The specialist will utilize various communication methods, including phone calls, emails, and written correspondence, to engage with customers and secure payment.
Requirements:
Responsibilities and Duties
Debt Collection:
o Proactively contact customers with extremely delinquent and charged-off accounts to secure payment.
o Utilize skip-tracing techniques and available resources to locate and contact customers.
o Negotiate payment plans and settlements that are both feasible for the customer and beneficial for the company.
o Accurately document all communication and collection activities in the company's system.
o Maintain a high level of professionalism and empathy while addressing sensitive financial situations.
- Customer Engagement and Resolution:
o Build rapport with customers and understand their financial circumstances to find mutually agreeable solutions.
o Address customer inquiries and concerns in a timely and professional manner.
o Educate customers on their debt obligations and available repayment options.
o Resolve disputes and complaints effectively, escalating complex issues to management as needed.
- Compliance and Risk Management:
o Adhere to all applicable federal, state, and local regulations, including the Fair Debt Collection Practices Act (FDCPA) when applicable.
o Maintain strict confidentiality of customer information.
o Follow company policies and procedures related to debt collection and compliance.
o Identify and report potential risks and fraud.
- Performance and Reporting:
o Meet or exceed established collection targets and performance metrics.
o Track and report on collection activities and results.
o Analyze collection data to identify trends and areas for improvement.
o Provide feedback to management on collection strategies and processes.
- Account Management:
o Manage a portfolio of high-risk accounts.
o Review account history to determine the best course of action.
Required Skills
Independent; Ability to work unsupervised and/or with little to no continuous supervision.- Team Player: Willingness to put the good of the collective group in front of self-gain.
- Detail oriented; Ability to multi-task
- Dependable – more reliable than spontaneous
- Organized; Ability to maintain well organized records and evidence of work
Education and/or Experience
Minimum 1-3 years of experience in the collection of consumer debt- Proven track record of successfully developing and implementing strategic plans
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to work well independently and as part of a team
Technical Skills
Proficient with MS: Word, Excel, PowerPoint, Outlook, Teams, Web Browsing- Proficient with call center software and LMS Systems
- Proficient with Internet and cloud-based storage
Working Conditions / Physical Demands
Ø Must be able to stand, sit, and walk for extended periods of time
Ø Fast-Paced environment, ability to adapt and adjust to change immediately
Ø Occasionally lift up to 50 lbs.
Ø Noise level: high noise level; Office atmosphere. Typing, data entry in screens daily
