Collections Specialist

Description

We are looking for a motivated Resolution Expert to join a growing team in Rochester, New York. This position focuses on speaking directly with consumers to address account concerns, arrange practical repayment solutions, and deliver a detail-oriented customer experience. The ideal candidate is confident on the phone, comfortable working in a fast-paced environment, and able to balance empathy with accountability while managing a high volume of daily interactions.

Responsibilities:

- Handle a large number of daily consumer calls, with a primary focus on outbound outreach while also responding to inbound inquiries.

- Speak with customers to review account status, answer questions, and guide conversations toward timely resolution.

- Set up and negotiate payment arrangements that align with company guidelines and individual customer situations.

- Document interactions accurately and maintain detailed account records throughout the collections process.

- Identify accounts that require additional review and route them for legal action, dispute investigation, or bankruptcy processing when appropriate.

- Use sound judgment to de-escalate concerns, overcome objections, and move accounts toward resolution.

- Manage conversations effectively across multiple accounts while meeting productivity and quality expectations.

- Work with internal leadership and team processes to support efficient account recovery and consistent customer communication.

Requirements - Previous experience in collections, customer service, sales, or another phone-based customer-facing role is preferred.

- Strong verbal and written communication skills with the ability to build rapport and lead effective conversations.

- Comfortable handling frequent calls each day in a performance-driven environment.

- Solid attention to detail and the ability to maintain accurate documentation.

- Basic technical proficiency and confidence using computer-based tools, including Apple systems.

- Typing speed of at least 30 to 40 words per minute.

- Bilingual language skills are a plus, particularly for supporting consumers in Puerto Rico.

- A personable, confident approach with the ability to keep conversations engaging and productive.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app ()  and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit  for more information.

© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use ()  and Privacy Notice () .