Asset Recovery Agent (Credit & Collections Specialist

Asset Recovery Agent (Credit & Collections Specialist)

Location: Orlando, FL 32801
Employment Type: W2 Contract
Duration: 2 Years+
Work Schedule: Hybrid - 2 days remote (Monday & Friday) and 3 days onsite (Tuesday-Thursday), or additional onsite days based on business needs.

Performs various collections tasks, identifies process improvement opportunities, and tracks and reports completed activities and KPIs to ensure OUC's financial risk is minimized.

• Evaluate customer accounts to ensure adequate security deposits and manage deposit adequacy and bill-up through various methods.
• Monitor collection and severance processes based on financial and credit analysis of both residential and commercial accounts.
• Act as the liaison with outside collection agencies for account data, invoice reconciliation, and other customer needs.
• Contact customers by mail, email, or telephone regarding delinquent accounts that require special handling.
• Audit payment plans and payment arrangements based on established guidelines and maintain monthly reporting.
• Coordinate the write-off process from initiation to completion.
• Make recommendations for process improvements within the Credit & Collections department.
• Understand, interpret, and explain company policies and procedures relating to collection, severance, and write-off processes, as well as the actions associated with each.
• Process bankruptcy requests for OUC service accounts, including communication with internal and external attorneys, handling deposits, and account setup. This role may also require appearances in bankruptcy court.
• Participate in various projects, committees, testing of new initiatives/programs, and other special assignments.
• Perform other duties as assigned.

• Working knowledge of, but not limited to, the following:
  • Bill evaluation
  • Payment plan and payment arrangement setup
  • Process and procedure handbooks, training materials, and service request forms
  • Software applications, including CC&B, One View, MDM, Lexis Nexis, Experian, PACER, Cognos, and Power BI
• Familiarity with, but not limited to, the following:
  • Equipment such as the HiPath Phone System
  • Related industry, organizational, and departmental policies, practices, procedures, legal guidelines, ordinances, and laws
• Strong written, verbal, and interpersonal communication skills.
• Excellent analytical skills to evaluate delinquent accounts, analyze financial data, identify problems and opportunities, interpret policies, and recommend solutions.
• Strong negotiation skills to establish payment plans and repayment arrangements.
• Ability to perform arithmetic calculations using whole numbers, fractions, decimals, and percentages.
• Proficiency in Microsoft Office Suite, including Outlook and Word.

• Customer experience and sales background.
• Demonstrated strengths in:
  • Action Oriented
  • Attention to Detail
  • Being Resilient
  • Customer Focus
  • Nimble Learning
  • Resourcefulness

• High School Diploma or GED.
• Minimum of three (3) years of experience in:
  • Collections/asset recovery, and/or
  • Call center operations.
• Utility call center experience is preferred.

• NTE Bill Rate: $35.02-$37.72/hour
• Work Schedule: Hybrid - 2 days remote (Monday & Friday) and 3 days onsite (Tuesday-Thursday), or additional onsite days based on business needs.