Collections Support 2 (Recovery Agent)

Our client operates within the financial services industry, specializing in credit management and commercial collections. They address challenges related to managing past-due business accounts, reducing credit exposure, and maintaining consistent cash flow through structured collections processes and regulatory compliance.

About the role

This position manages a portfolio of moderately complex delinquent commercial accounts. The role focuses on resolving past-due balances, negotiating payment arrangements, and maintaining positive customer relationships while ensuring compliance with applicable collection regulations and internal credit policies.

Responsibilities

• Manage daily inbound and outbound communications with delinquent commercial customers to resolve past-due balances and secure payments.
• Educate customers on account terms and resolve complex delinquent balances.
• Monitor shared group inboxes and respond to payment inquiries and disputes.
• Review account histories to identify causes of delinquency and determine appropriate collection strategies.
• Negotiate payment arrangements and structured catch-up schedules within established guidelines.
• Accurately document customer interactions, payment commitments, disputes, and account activity.
• Identify and escalate billing errors or customer complaints to the appropriate internal teams.
• Track escalated issues through resolution.
• Maintain compliance with the Fair Debt Collection Practices Act (FDCPA) and internal credit policies.
• Meet or exceed performance goals related to call volume, portfolio cure rates, and compliance.
• Follow established workflows and identify opportunities for process improvement.
• Support the adoption of AI tools and automation to improve operational efficiency.

Requirements

• High school diploma or equivalent.
• 2–3 years of experience in high-volume, complex B2B or commercial collections.
• Understanding of the Fair Debt Collection Practices Act (FDCPA) or similar regulatory requirements.
• Proficiency with standard software applications and ability to learn enterprise systems.
• Strong communication, active listening, negotiation, and customer service skills.
• Strong problem-solving abilities and structured decision-making skills.
• Effective time management and organizational skills.
• Demonstrated reliability, accountability, and consistent performance in a high-volume environment.
• Some college coursework or an Associate’s degree in Business, Finance, or a related field.
• Experience working with structured workflows and supporting process improvements.
• Basic to intermediate proficiency with Google Workspace, including Gmail, Docs, and Sheets.
• Familiarity with enterprise platforms such as Salesforce, PeopleSoft, or Genesys telephony.
• Successful completion of a required background investigation.

Pay

Hourly pay range: $18.30–$20.60 USD. Actual compensation may vary based on qualifications, skills, experience, and proficiency. Base pay represents one component of the overall compensation package. Non-sales roles may be eligible for quarterly or annual performance-based bonuses.