Remote Collections Specialist

Duties and Responsibilities

• Resolve inbound and outbound calls by using multiple applications and screens.
• Respond to general billing inquiries to review and resolve account issues.
• Able to negotiate and obtain payments today or postdate within 7 days.
• Direct customers to appropriate team within ADT if issue is outside the scope of the collection’s role.
• Able to clearly explain billing charges and answer any questions related to billing.
• Ask probing questions to overcome objections by utilizing negotiation skills.
• Maintain appropriate attendance and adherence goals.
• Meet minimal standards/goals monthly.
• Meet all compliance and QA standards.
• Flexibility with special projects which may require overtime.
• High speed internet required: DSL, Cable or Fiber internet service with the ability to hardwire via ethernet from cable modem to your PC.
• Internet speeds of at least 25 mbps to download and 15 mbps to upload.

Education/Certification

High school diploma or equivalent.

Experience

Minimum of one (1) years in first-party collections (non-A/R), specific relatable experience includes: Car loan, financial and credit card collections including taking payments from customers and/or setting up payment arrangements, advising required payment amount, Customer Service experience in a remote setting, Multi Computer-screen navigation, multiple applications, strong negotiation skills.

Skills

• Basic typing, math, and problem-solving skills
• Strong communication and verbal skills
• Ability to multitask with multiple computer programs
• PC experience and/or ability to learn basic functions

Training

This role is onsite training in our Jacksonville, Florida location for 4 weeks training and 4 weeks onboarding onsite before transitioning to a remote work from home. Training time: 8:30am – 5:30pm EST (30 min lunch).

Schedule

The department is closed on weekends and most holidays, allowing our employees to enjoy every weekend off! This role offers a shift schedules ranging from 11:30am to 12:30pm EST start time Monday – Friday.

Pay and Benefits Disclosure

• The starting hourly rate for this position is $17.00 per hour and will reach $20.00 per hour after 24 weeks of employment.
• We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others.
• Your accrual rate increases after your first year. We also offer 6 paid holidays.