Senior Collector - Bannockburn, IL

Essential Duties And Responsibilities

• Initiates telephone and/or email contact with internal & external customers with amounts past due, determining reason and arranging for collection or adjustment to correct errors in accounts.
• Negotiates payment plans with customers; follows guidelines for follow-up on payment plans.
• Reviews deadlines for collection action events, initiates collection activities.
• Receives and resolves escalated collection issues; disputes, makes inquiries, researches, and communicates with internal and external customers.
• Performs severance activities after approvals; stop service, cancellation & container removal.
• Maintains records of all delinquent accounts by logging collection notes and dispositioning the Dialer with each contact.
• Processes write-offs, payments and recoveries.
• Responds to email and telephone inquiries from customers and interviews customers by phone to investigate escalated complaints.
• Prepares, Reviews and handles Collection Reports for Supervision as requested.
• Under direction of Supervisor or Manager, may be required to assign tasks to team members and ensure the timeline is met.
• Performs advanced duties with more accountability and with minimal direction for action and results associated with improving cash flow and minimizing bad debt write offs.
• Evaluates moderately complex customer records and recommends immediate severance activities including stop service, cancellation or write-off.
• Works reconciliation of customer records on sensitive accounts by engaging customer and internal WM constituents to work the open issue(s) to resolution.
• Evaluates customer credit limits based on payment history, purchase activity and customer credit reports.
• Conduct Side-by-side Coaching sessions with peers and new agents.
• Audit dispositions, calls, and work performed by peers and new agents.
• Responsible for special projects assigned by the Supervisor.

Qualifications

• Must live and work in the U.S.
• Required Qualifications: High School Diploma or GED (accredited)
• 4 years of previous experience in a customer call center or credit and collections role.

Physical Requirements

• This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

Pay

The expected base pay range for this hybrid position is $25.75 - $32.00. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.

Benefits

As an employee at WM, you will receive a competitive total compensation package which includes Medical, Dental, Vision, Life Insurance and Short Term Disability. Additionally, you will have access to a Stock Purchase Plan, Company match on 401K, and other benefits such as Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.