Collections Representative

Summary

The collections representative is responsible for managing a portfolio of delinquent accounts. This role involves communicating with customers via phone, email, and mail to negotiate payment arrangements and resolve outstanding balances. The representative works to meet collection goals, improve cash flow, and minimize bad debt, all while adhering to legal and ethical standard

Essential Duties and Responsibilities

• Contact delinquent customers: Make outbound calls and take inbound calls from customers with past-due accounts to discuss outstanding balances.
• Negotiate payment plans: Work with customers to negotiate and establish feasible repayment plans and settlements based on company policies and the customer's financial situation.
• Provide account information: Clearly explain account status, terms, payment options, and billing procedures to customers.
• Resolve billing issues: Investigate and resolve billing disputes, payment discrepancies, and other customer inquiries in a professional and timely manner.
• Accurately document activity: Maintain detailed and accurate records of all customer interactions, collection activities, and payment arrangements in the company's system.
• Track payments: Monitor and follow up on payment arrangements to ensure timely receipt of payments.
• Meet performance metrics: Strive to meet or exceed daily, weekly, and monthly collection targets and quality standards.
• Collaborate internally: Work with other departments, such as billing, finance, and customer service, to resolve customer issues.
• Escalate complex cases: Forward difficult or unresolved cases to senior staff or management for further action.

QUALIFICATIONS

• Education: High school diploma or equivalent required. Associate or bachelor's degree in a related field preferred.
• Experience: Previous experience in a collections or customer service role.

Travel

None required.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Reasoning Ability

Must have the ability to define problems, collect data, establish facts, and draw valid conclusions.

Computer and Other Skills

• Communication: Strong verbal and written communication skills, including active listening.
• Negotiation: Effective negotiation and problem-solving abilities.
• Diligence: Excellent organizational skills and elevated level of accuracy for record-keeping.
• Empathy: Ability to manage sensitive and stressful conversations with professionalism and tact.
• Technical proficiency: Experience with collections software, CRM systems, and Microsoft Office Suite.

Physical Demands

While performing the duties of this job, the employee will frequently walk and sit.

Work Environment

The noise level in the work environment is usually quiet, except in the manufacturing environment where PPE may be required.