Customer Collections Specialist

Job Responsibilities

• Maintain and manage assigned customer accounts in queue.
• Provide superior customer service regarding collection issues; process customer refunds; process and review account adjustments and resolve discrepancies.
• Establish payment plans and follow up with customers to ensure agreements are fulfilled.
• Work with customers in a proactive manner in order to minimize bad debt and reduce delinquencies.
• Review and prioritize collection activities to maximize collections.
• Research and reconcile misapplied payments.
• Identify accounts that become severely delinquent and escalate to the manager for a repossession recommendation.

Job Requirements

• Prior experience in a retail or call center environment.
• Excellent customer service skills.
• The ability to work a flexible schedule, including evening and weekend shifts.
• Previous Auto collections experience, preferred.
• Demonstrated written and verbal communication skills.
• Be able to work effectively in a fast-paced environment and prioritize workload while meeting deadlines.
• Must be a team player.
• Must be dependable and goal driven.
• Spanish/English bilingual is a plus.

Working Conditions and Physical Requirements

• This role requires regular in-person collaboration with team members at our Oak Brook Support Center.
• Must be able to sit and/or stand for extended periods.
• Must be able to lift up to 15 lbs. with little assistance.
• Must be able to work in restrictive spaces and maintain concentration in a busy environment with moderate to high noise levels.
• Must manage several tasks at one time and handle frequent interruptions to meet the needs and requests of customers.

Benefits

• Medical/dental/vision benefits.
• 401(k).
• Vacation.
• Opportunities for advancement.
• Ongoing training.

Core Values

• Communication
• Customer Focus
• Integrity and Trust
• Teamwork
• Results

About the Role

PLS — which stands for People – Location – Service — is a leading retail provider of financial services. The “P” comes first, because our customers are at the center of everything we do, and we recognize that it’s our exceptional team members who go above and beyond every day. The PLS Group, headquartered in Chicago, is comprised of over 200 financial service centers in 12 states. Through our check cashing stores, we provide consumers with convenient financial products and services to help them manage their day-to-day financial needs. Although many of our customers have banking relationships, we believe that our customers use our financial services because they are convenient, transparent, and frequently more affordable than available traditional alternatives. PLS was founded in 1997 by Bob and Dan Wolfberg, who serve as Co-Presidents.