Collections Representative

About the role

The Collection Specialist is responsible for collecting payment(s) on overdue accounts in compliance with State guidelines. They will negotiate and set up payment plans with individuals who have outstanding balances. This role involves making outbound telephone calls, understanding each borrower's financial situation, and working with them to establish a payment solution. The ideal candidate must have the ability to multitask in a fast-paced environment and maintain strong attention to detail. Handling rejection is also part of the job.

Responsibilities

• Collect payment(s) on overdue accounts in compliance with State guidelines.
• Negotiate and set up payment plans with individuals who have outstanding balances.
• Make outbound telephone calls to borrowers to understand their financial situation and work with them to establish a payment solution.
• Maintain strong attention to detail and multitask in a fast-paced environment.
• Handle rejection with ease.

Qualifications

• Six months to one year of customer service/collections experience is preferred.
• Experience in call center is a plus.
• Ability to negotiate the best possible payment arrangement if the consumer cannot pay their balance in full.
• Competency in using computer systems, including keyboarding proficiency and use of automated systems.
• Proficiency in managing telephone calls professionally, efficiently, and with good communication skills.
• Maintain call quality and productivity standards.
• Strong problem-solving skills.
• Ability to attend to customer questions, complaints, and concerns immediately and facilitate satisfactory resolution.
• Ability to thrive in a lively working environment and multi-task.
• Interact professionally with other employees.
• Work effectively as a team contributor on all assignments.
• Ability to add, subtract, multiply, and divide in all units of measure, and calculate figures and amounts such as discounts and percentages.
• Ability to define customers' issues, collect data, establish facts, and draw valid conclusions.
• The ability to work weekends and other varied shifts as assigned or mandatory overtime to meet departmental deadlines.
• Perform other job-related duties within the job scope as requested by management.
• Bilingual (English/Spanish) is a plus.

Physical Requirements

• Work in a standard office environment.
• Use office equipment including computers, telephones, headsets, calculators, copiers, and fax machines.
• Use a binaural headset for long hours.
• Input large amounts of data into computer software during work schedule.