Collections Support

About the Team/Role

Contact past due customers to understand the customer’s circumstances, negotiate payment arrangements, assess risk and provide service. Responsible for analyzing funded credit risk through the general maintenance of existing customers.

Communicates effectively, orally and in writing, with customers to negotiate and obtain immediate payment and resolve delinquent account balances. Engages in on‑going education with customers on terms and conditions, alternative payment methods. Manages and avoids creating conflict when interacting with customers. Ability to manage multiple portfolios. Utilizes judgment and experience to make decisions that effectively balance risk, quality, productivity, corporate objectives and customer retention.

Manage delinquencies from rolling to the next level. Applies industry knowledge, departmental policies and procedures, and Fair Debt Collection Practices Act to make appropriate collection decisions. Demonstrates the ability to apply consistency in work processes. Proficient use of multiple systems and collections tools to be able to reach the right party contact. Appropriate documentation of accounts and follow‑up. Self‑motivated, dependable and ability to work productively in a dynamic, high energy, rapidly changing environment.

Competitive, persistent & assertive. Participates in associate education and development through company training programs and pursuit of industry information. Performs additional duties and participates in special projects as required.

Working knowledge of FDCPA and any other applicable Federal laws. Bachelor’s Degree preferred: equivalent work experience in lieu of degree (1‑2 years in related field). Enthusiasm for automation, AI, and emerging technologies, with a desire to explore their application in business processes. Basic accounting knowledge. Effective oral and written communication skills. Analytical skills. Sound decision making/judgment. Flexible/Adaptable to change. Detail oriented.

Ability to maintain confidentiality of customer and company information. Organized/Time management ability. Working knowledge of Google Suite. Ability to be productive while maintaining quality. Results oriented. Self‑motivated. Basic skip tracing knowledge. Must pass a successful background investigation. Complexity and creativity. Must review account information and ask appropriate questions regarding the customer’s financial situation. Utilizes the account history and other available information sources to assess the customer’s situation, offer solutions, and determine risk.

Daily decisions will include: establishing appropriate payment plans with customers and setting appropriate follow‑up, allowing or not allowing account reactivation, determination of the necessity of a credit line increase/decrease for a customer, alternate payment options, escalating account, etc.

This position is an autonomous position within the rules and guidelines of the department. The position is expected to evaluate all data available, consider what the customer’s needs are, and choose the appropriate rule or guideline to follow. The individual is also expected to recognize appropriate situations that may warrant an exception to rules or an outside‑of‑the‑box solution and present recommendations to management for consideration.

Direct impact on company profits. The position is responsible for limiting bad debt losses for the company and increasing revenue by effectively assessing risk and obtaining payment arrangements that allow customers to continue purchasing. The wrong decision can result in significant financial losses to the company. Manages delinquencies from rolling to the next level. Contacts external customers ranging from accounts payable personnel to the CEO and personal guarantors.

Frequent internal contact with other associates, departments and management.

This position does not have direct supervisory responsibilities. May provide routine information and support to less experienced staff.

W…