First Party Collections Representative

Job Title

Applying assertive and persuasive communication skills, responding to inbound automated dialed first-party past due accounts. Quickly build rapport with customers to converse about delinquent balances, understand payment issues, remove customer payment obstacles, and negotiate payment(s). Update customer contact information. Document conversation outcomes in the database. Maintain accurate customer records.

Job Responsibilities May Include:

Accept payments through PCI compliant link. Verify and post payments according to procedures.

Research payment issues to corroborate customer's account issues. Initiate outbound calls to locations to discuss account discrepancies, receivables, or late postings.

Converse with multiple customers via chat, email, and phone. Personalize standard communications and send to customer. Maintain accurate records.

May utilize skip tracing practices to identify and locate delinquent or defunct account holders.

Learning to apply knowledge and skills to the business environment. Works under guidance with work peer reviewed for accuracy, quality, and coaching. Completes routine work following established procedures and complying with regulations and policies; escalates non-routine issues for assistance. Exhibits accountability for behaviors. Ensures compliance with local, state, and federal regulations.

Takes the initiative to discuss assignments, expectations, priorities and deadlines and seek guidance and coaching from manager. Adjusts effectively to working with a variety of processes, requirements, and cultures.

Knowledge, Skills and Abilities:

• Technical ability to quickly learn and become proficient with proprietary software
• Multi-tasking skill set to manage multiple conversations via chat, email and voice channels
• Persuasive verbal communication, professional writing, and exceptional listening skills
• Cognitive ability including reasoning, multi-tasking, comprehend ideas, learn quickly, learn from experience, and appropriately apply learning to new situations
• Process and results oriented, motivated to keep projects moving ahead by identifying obstacles to management
• Must have a positive attitude, a drive to continually advance your understanding of the industry and business, and highly self-motivated
• Ability to build professional and trusting business relations
• Proficient MS Office Outlook

Shifts available beginning at 8am- may vary by individual after training

Education:

• High School Diploma or equivalent

Experience:

• Experience in a call center environment, accounts receivable account management, collections, inside sales, or customer retention
• Experience with software and maintaining databases preferred