Position Summary

This position is responsible for contacting and successfully negotiating with customers to collect payment on overdue, defaulted or write-off loans, or other payments.  This position will acts as the liaison between creditors and customers through managing overdue accounts.

Other duties as assigned.

Job Responsibility

Support

• Influence and advise customers on the payment options for debt recovery.

Influence

• Execute strategies for collection processes and procedures, including, but not limited to negotiating payment plans based upon company approved guidelines. 
• Apply the elements of building positive rapport with different types of customers over the phone in order to retain customer loyalty while initiating processes for collection of payments.

Drive   

• Initiate and handle both inbound and outbound calling to collect a debt.
• Understand the impact of attitude for handling Advance America Collection contacts professionally, to include showing empathy, assertiveness, tact and resilience.

Job Responsibilities Cont.

Manage or Direct

• Achieve set revenue targets and call quality objectives.

Maintain

• Use questioning and listening skills that support effective telephone, email, chat and text communication.

Accountability

• Understand, adhere to and enforce all corporate policies including, but not limited to, Advance America’s Creed, Code of Ethics and Information Security Policies.

Education Required

High School Diploma or GED.

Experience Required

Minimum of one year call center or customer service related experience.  Three years of collections experience at a high-volume call center, and bi-lingual in Spanish is required.  Must be able to demonstrate critical thinking, negotiating, and problem-solving skills. Background in a fast paced work environment a plus. Assist in collection efforts with customers requiring a Spanish speaking collections agent.

Knowledge Required

Excellent written and verbal communications skills in both English and Spanish as would be needed to communicate in person, by phone, and through email; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment.  Ability to read, write, evaluate, and apply information.  Ability to interact professionally and exhibit appropriate social skills.  Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products.  Ability to develop and maintain business relationships.

Physical Requirements

Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location.

*** Ability and flexibility to work hours as assigned between 8:00am and 8:00pm Monday – Friday, 8:00am and 1:00pm on Saturdays, and potential Sunday hours as determined by business necessity.

Competencies

Travel

No Travel

Attire

Business Casual

Other

Must be eligible to work in the USA and able to pass a background check.