Collections Agent

Description

Position Summary

The Collection Agent is responsible for managing and collecting outstanding balances on customer accounts that are more than 30 days past due. This role works closely with the Billing team to ensure timely payments, resolve outstanding balances, maintain accurate account records, and provide professional, customer-focused communication while adhering to company policies and applicable regulations.

Position Responsibilities

Collection Duties:

• Contact customers with accounts over 30 days past due via phone, email, and written correspondence

• Monitor aging reports and prioritize outreach based on risk and account status

• Investigate account histories, verify outstanding balances, and identify reasons for delinquency

• Negotiate payment arrangements and resolve billing discrepancies

• Track payments and work with team to update account records accurately and promptly

• Follow up on payment promises and escalate unresolved accounts as needed

• Recommend accounts for further action, such as credit holds or third party collections, when appropriate

• Meet or exceed established collection goals and performance metrics
Communication and

Collaboration:

• Maintain detailed notes of all customer interactions and collection activities in the Bullhorn.

• Work collaboratively with the Billing team to resolve account disputes, billing errors, and incorrect system settings to prevent future delinquencies

• Ensure compliance with all applicable laws, regulations, and company policies related to collections

• Provide excellent customer service while ensuring timely recovery of outstanding receivables.

• Support month end and year end billing or collections tasks as assigned
Process Improvement:

• Proactively identify areas for automation and process improvement

• Develop best practices to improve efficiency of billing and collection processes

Position Qualifications - KSA (Knowledge, Skills, and Abilities)

• High school diploma or equivalent required; associate degree or relevant coursework preferred

• Previous experience in collections, billing, accounts receivable, or customer service preferred

• Basic understanding of credit, collections, and payment processing practices

• Excellent communication and negotiation skills

• Ability to remain professional and calm during difficult conversations

• Proficiency with billing systems, CRM tools, and Microsoft Office applications

• Solid organizational skills and the ability to manage multiple accounts simultaneously

• High degree of attention to detail and trustworthiness

• Ability to work independently and as part of a team

Physical Requirements and Work Environment

• Typical office environment

Company Values

• Customer Centric

• Play Like a Champion

• Leaders Go First

• Have Each Others Back

• Always Be Learning

• Data Driven Decisions

• Get to Yes