Job Description

Our client is seeking multiple Collections Representative to provide personalized, member-focused support through inbound and outbound telephone interactions. This role is responsible for understanding client's financial needs, resolving delinquent accounts, negotiating payment arrangements, and providing solutions that support client's overall financial security.

Key Responsibilities

• Handle 100% phone-based inbound and outbound collection calls using automated and manual dialing systems.
• Assess member needs and determine the reason for delinquency to provide appropriate payment solutions and financial education.
• Negotiate mutually satisfactory payment arrangements within established guidelines.
• Apply effective telephone collection techniques while meeting established service levels and performance expectations.
• Complete account verification and maintenance activities accurately.
• Document customer interactions, collection attempts, payment arrangements, and call results in the appropriate database.
• Follow all applicable federal, state, and local collection laws, regulations, and company standards.
• Demonstrate strong communication, problem-solving, and negotiation skills while delivering a professional client experience.

Qualifications

• 2+ years of combined customer contact, sales, or collections experience within financial services preferred.
• Strong verbal and written communication skills.
• Demonstrated problem-solving and negotiation abilities.
• At least 6 months of computer experience using multiple Windows-based applications.
• Experience with Excel, Word, and auto-dialer systems preferred.
• Ability to manage multiple systems and accurately document customer interactions.
• College degree preferred.