Collections Representative

Description

Job Summary: The Collections Representative will handle all aspects of inbound and outbound customer calls in a professional and efficient manner for the purpose of collecting funds on charged-off accounts. 

Principle Responsibilities: 

• Handle incoming and initiate outgoing calls to charged-off customers.
• Excellent listening and negotiating skills with a customer service focus.
• Arrange for debt repayment or establish repayment schedules.
• Motivate customers to make payment arrangements.
• Negotiate repayment with consumers by asking questions and offering applicable solutions. 
• Perform skip tracing to locate assets and consumers. 
• Confidence on the phone and the ability to communicate effectively.
• Assist in training new employees, as requested.
• Maintain documentation and accurate records to contribute to regulatory compliance and department efficiency. 
• Maintain broad and in-depth knowledge of client products and services.

Requirements

Knowledge, Skills, and Abilities:  

• Excellent organizational and time management skills.
• Excellent verbal and written communication skills, including active listening. 
• Excellent customer service skills; service-oriented and able to resolve customer grievances. 
• Strong interpersonal skills with a proven ability to collaborate with a team.
• Demonstrated critical thinking and problem-solving skills.
• Proficient in Microsoft Office Suite or related software.
• Basic understanding of clerical procedures and systems such as recordkeeping and filing.

Work Experience:  

• 2 year debt collection experience preferred. 

Training and Education:  

• High school diploma or equivalent required. 
• Complete all required training as assigned.

Working Environment and Requirements to Perform Job Responsibilities

• Ability to work assigned shifts, which may include evenings and weekends. 
• Ability to work in a shared office, private office, and/or cubicle in accordance with job duties and responsibilities. 
• Effective with shifting roles, responsibilities, and expectations.
• Ability to be on location for client services for all work hours.  
• Ability to see computer screen, read, and complete forms
• Ability to lift up to 10 pounds with the ability to push, pull, bend, reach, and sit.
• Ability to sit for prolonged periods of time/work at a desk. 
• Ability to answer the phone in a busy environment – hear callers and be responsive.  
• Ability to work in a high intensity/fast paced work environment and be able to multi-task and prioritize.