Collection Specialist

Job Description

Job Description

Our Collections team works with our consumers to promote great service and encourage them to bring their accounts current through inbound and outbound calls. Collections is a great place to start or grow your career and here are just a few of the reasons why:

• Paid Time Off, Holiday pay, and benefits after a 90 day probationary period.
• Training on your first day and beyond! We offer extensive on-the-job training for every employee.
• A listening culture that gives every team member a voice. Our leadership team has an open door policy and you have the opportunity to share your ideas and feedback.

About this Position:

• This position is full time in office, Monday-Friday, 40 hours weekly.
• Consistently, efficiently, and lawfully contact consumers who are behind on accounts
• Professionally and respectfully persuade consumers to pay in an effort to bring and keep their account current
• Ensure the information we depend on to contact and collect from these consumers is accurately maintained
• Deliver a consistent and professional level of service at all times.
• Achieve set revenue targets and call quality objectives.
• Advise and influence clients’ customers on the payment options for debt recovery.
• Handle each call promptly and in the correct manner, updating records accordingly.
• Input customer related data accurately and efficiently.
• Take responsibility for resolving disputes, ensuring that caller concerns are answered correctly and all parties are notified.
• Decide on the correct action when negotiating payments.
• Complete any administrative tasks as required for the efficient running of the call center.
• Support additional consumer service requests

Outcomes & Activities:

• Handle Phone Calls: You will spend a vast majority of your time signed on to our dialer to handle consumer phone calls
• Collect Money: You will use our call model to handle each call in a manner that persuades consumers to pay
• Provide Support: You will support consumer requests, including processing one-time and recurring phone payments
• Update Contact Information: While speaking with consumers you will work to identify additional contact information
• Receive and Act Upon Feedback: You will need to be open to ongoing feedback aimed at improving performance

Knowledge & Skills:

• Assertive, personable and persuasive with our consumers
• Comfortable negotiating, discussing sensitive financial issues, and selling solutions to consumers
• Remain positive, professional, determined, calm and focused when faced with challenging situations
• Overcome objections to pay and develop creative solutions to help bring consumers current
• Quick thinker, with an ability to understand and interpret information promptly and effectively
• Self-driven, motivated to help, and able to perform with minimal supervision in a team environment
• Receptive to ongoing feedback aimed at improving the performance of you and your team
• Ability to speak clearly, professionally and articulately on the telephone
• Ability to talk and type at the same time (talking with consumers while documenting relevant notes)
• Comfortable with repetitive tasks, sit and talk on the phone with a headset for the vast majority of the day
• Ability to document account notes clearly and efficiently
• Ability to work independently and in a team environment

Requirements:

• High School Diploma

Preferred:

• Previous customer service and/or collection experience in a call center environment
• Experience in the finance or automotive industry
• Experience in any position where you had to demonstrate excellent persuasive skills

Our Company Values:

To be successful in this role, Team Members need to be:

• Positive by maintaining resiliency and focusing on solutions
• Respectful by collaborating and actively listening
• Insightful by cultivating innovation, accumulating business and role specific knowledge, demonstrating self-awareness and making quality decisions
• Direct by effectively communicating and conveying courage
• Earnest by taking accountability, applying feedback and effectively planning and priority setting

Expectations:

• Remain compliant with our policies processes and legal guidelines
• All other duties as assigned
• Attendance as required by department

Advice !

We understand that your career search may look different than others. Our hiring team wants to make sure that this would be a fit not just for us, but for you long term. If you are actively looking or starting to explore new opportunities, send us your application!