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Role Description

Communicates in a clear, concise manner, orally and in writing, with customers to influence and negotiate to obtain immediate payment and resolve delinquent account balances. Manages & deescalates conflict when speaking to a customer.

• Ability to manage up to and including later stage delinquent and complex account situations, utilizing professional knowledge and experience to determine appropriate approaches to achieve resolution.
• Manages delinquencies from rolling to the next level.
• Applies industry knowledge, departmental policies and procedures, and Fair Debt Collection Practices Act to make appropriate collection decisions.
• Demonstrates the ability to apply consistency in work processes.
• Proficient use of multiple systems.
• Executes & exhausts all skip tracing resources to reach a decision maker.
• Appropriately applies all collection tools & payment options to resolve delinquency and minimize bad debt.
• Appropriate documentation of accounts and follow-up.
• Self-motivated, dependable and able to work productively in a dynamic, high energy, rapidly changing environment.
• Competitive, persistent & assertive.
• Engages in peer collaboration as it relates to sharing/implementing collection best practices.
• Ability to work with minimal supervision.
• Participates in special projects and performs additional duties as required.

Qualifications

• High School Diploma with 1-2 years of experience in a related field.
• At least one year of transportation industry customer support experience.
• Basic accounting and Skip Tracing knowledge.
• Analytical skills.
• Sound decision making/judgment.
• Ability to maintain confidentiality of customer and company information.
• Organized/Time Management ability.
• Ability to be productive while maintaining quality.
• Results-Oriented.
• Self-motivated.
• Effective oral and written communication skills.
• Working knowledge of Google Sheets.
• Working knowledge of FDCPA and any other applicable Federal laws.
• Flexible/Adaptable to change.
• Detail Oriented.
• Proficient computer skills including Office and/or Google suite products.
• Familiarity with AI and an eagerness to learn more.
• Must pass a successful background investigation.

Requirements

• Inbound/Outbound Collection calls.
• Work emails in a shared group inbox.
• Communicate effectively, orally and in writing, with customers to negotiate and obtain immediate payment and resolve delinquent account balances.
• Engage in on-going education with customers on terms and conditions and alternative payment methods.
• Ability to manage multiple portfolios and risk levels.
• Utilize judgment and experience to make decisions that effectively balance risk, quality, productivity, corporate objectives and customer retention.
• Proficient use of multiple systems and collections tools to be able to reach a decision maker in the collections process.
• Perform skip tracing on required accounts using multiple systems/tools.
• Proactively takes on additional responsibilities and contributes to special projects as needed, demonstrating flexibility and a commitment to team and organizational success.
• Demonstrates efficiency and strong time management skills while leveraging comprehensive knowledge of various portfolios and in-depth understanding of policies and procedures to mentor others, conduct training sessions, and support the nesting of new employees.

Benefits

• Health, dental and vision insurances.
• Retirement savings plan.
• Paid time off.
• Health savings account.
• Flexible spending accounts.
• Life insurance.
• Disability insurance.
• Tuition reimbursement.
• Comprehensive and market competitive benefits designed to support personal and professional well-being.

Pay Range

$21.80 - $24.10