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Role Description

With general direction and working within established guidelines and limits of approval, the Collections Specialist performs a wide variety of collections functions and related activities for an assigned portfolio of customer accounts.

• Contacts customers via phone, fax, email or standard letter to bring accounts to a current status.
• Completes system assigned tasks within the designated timeframes.
• Reconciles and applies customer payments posted on account.
• Monitors the status of delinquent accounts, via the collector dashboard, ensuring high priority tasks are completed.
• Researches customer inquiries related to billing concerns and misapplied payments, escalating complex matters through appropriate channels.
• Understands issues and problem accounts impacting the portfolio and communicates systemic or recurring items to avoid further delinquency.
• Processes payments from delinquent customers and negotiates payment arrangements and/or settlements when necessary.
• Engages management and/or sales when required or appropriate to expedite resolution of customer issues and/or outstanding receivables.
• Accurately and concisely documents actions taken on assigned accounts with the system application.
• Responds timely to requests and questions from other Departments including Sales, Customer Service, Billing and Controllership.
• Initiates or processes write-offs, bad debt recoveries, and credit memos in accordance with defined procedures and levels of authority.
• Performs other job-related duties as assigned or apparent.

Qualifications

• High School diploma or GED.
• A thorough knowledge and understanding of collections transactions and processes.

Requirements

• 2 years of collections or relevant experience required.

Benefits

• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts.
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• Retirement plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).
• Paid Time Off (PTO).