Collection Representative II

About the role

The Collection Representative II is responsible for providing expert information regarding registration, billing, payment, and collection procedures. This role involves managing a high volume of customer outreach interactions, including resolving disputes and defusing sensitive or escalated situations with tact, diplomacy, and patience.

Essential Duties And Responsibilities

• Account Management: Handle calls for current, past-due, and delinquent accounts. Complete necessary reports and maintain correspondence with students.
• Dispute Resolution: Collaborate with college-wide student services and department leaders to research, resolve, or redirect student appeals and disputes.
• Policy Guidance: Assist staff and students in interpreting account information and related college policies.
• Financial Processing: Perform payment processing and refund functions according to strict college procedures.
• Financial Assistance: Guide customers through inquiries regarding deferred payment arrangements and 1098-T tax reports.
• Documentation: Maintain meticulous logs of all pending and follow-up actions within the computer database.
• Reporting: Manage the distribution of monthly statements for active and past-due accounts.

Qualifications

• Experience: Minimum of 3 years of collections experience.
• Professional Level: Level II Collections Representative preferred.
• Education: High school diploma or equivalent (additional education may be substituted for experience).

Knowledge, Skills, And Abilities

• Communication: Exceptional interpersonal skills with a commitment to professional customer service.
• Soft Skills: High level of coachability, receptive to feedback, and a drive for continuous improvement.
• Operations: Detail-oriented with strong organizational and time-management skills.
• Ethics: Maintains high professional standards and fosters a diverse, respectful workplace environment.
• Teamwork: Ability to work collaboratively within a team-oriented structure.

Physical Demands & Working Conditions

This is a fully remote position that requires a dedicated, quiet, and distraction-free workspace with a reliable internet connection. Ability to sit for extended periods and operate standard business equipment, including intensive daily computer and phone work.

Compensation

The expected starting hourly rate for this role is $22.00/per hour. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; licensure and certifications; market factors; departmental budgets; and responsibility.

Benefits

• Medical, dental, vision, life, voluntary life and disability insurance
• 401k Retirement Program with an employer match
• Enhanced Employee Assistance Program
• PTO Program
• 11 paid holidays