Collection Specialist

Our Collections team works with our consumers to promote great service and encourage them to bring their accounts current through inbound and outbound calls. Collections is a great place to start or grow your career and here are just a few of the reasons why:

• Paid Time Off, Holiday pay, and benefits after a 90 day probationary period.
• Training on your first day and beyond! We offer extensive on-the-job training for every employee.
• A listening culture that gives every team member a voice. Our leadership team has an open door policy and you have the opportunity to share your ideas and feedback.

About this Position:

• This position is full time in office, Monday-Friday, 40 hours weekly.
• Consistently, efficiently, and lawfully contact consumers who are behind on accounts
• Professionally and respectfully persuade consumers to pay in an effort to bring and keep their account current
• Ensure the information we depend on to contact and collect from these consumers is accurately maintained
• Deliver a consistent and professional level of service at all times.
• Achieve set revenue targets and call quality objectives.
• Advise and influence clients’ customers on the payment options for debt recovery.
• Handle each call promptly and in the correct manner, updating records accordingly.
• Input customer related data accurately and efficiently.
• Take responsibility for resolving disputes, ensuring that caller concerns are answered correctly and all parties are notified.
• Decide on the correct action when negotiating payments.
• Complete any administrative tasks as required for the efficient running of the call center.
• Support additional consumer service requests

Outcomes & Activities:

• Handle Phone Calls: You will spend a vast majority of your time signed on to our dialer to handle consumer phone calls
• Collect Money: You will use our call model to handle each call in a manner that persuades consumers to pay
• Provide Support: You will support consumer requests, including processing one-time and recurring phone payments
• Update Contact Information: While speaking with consumers you will work to identify additional contact information
• Receive and Act Upon Feedback: You will need to be open to ongoing feedback aimed at improving performance

Knowledge & Skills:

• Assertive, personable and persuasive with our consumers
• Comfortable negotiating, discussing sensitive financial issues, and selling solutions to consumers
• Remain positive, professional, determined, calm and focused when faced with challenging situations
• Overcome objections to pay and develop creative solutions to help bring consumers current
• Quick thinker, with an ability to understand and interpret information promptly and effectively
• Self-driven, motivated to help, and able to perform with minimal supervision in a team environment
• Receptive to ongoing feedback aimed at improving the performance of you and your team
• Ability to speak clearly, professionally and articulately on the telephone
• Ability to talk and type at the same time (talking with consumers while documenting relevant notes)
• Comfortable with repetitive tasks, sit and talk on the phone with a headset for the vast majority of the day
• Ability to document account notes clearly and efficiently
• Ability to work independently and in a team environment

Requirements:

• High School Diploma

Preferred:

• Previous customer service and/or collection experience in a call center environment
• Experience in the finance or automotive industry
• Experience in any position where you had to demonstrate excellent persuasive skills

Our Company Values:

To be successful in this role, Team Members need to be:

• Positive by maintaining resiliency and focusing on solutions
• Respectful by collaborating and actively listening
• Insightful by cultivating innovation, accumulating business and role specific knowledge, demonstrating self-awareness and making quality decisions
• Direct by effectively communicating and conveying courage
• Earnest by taking accountability, applying feedback and effectively planning and priority setting

Expectations:

• Remain compliant with our policies processes and legal guidelines
• All other duties as assigned
• Attendance as required by department

Advice!

We understand that your career search may look different than others. Our hiring team wants to make sure that this would be a fit not just for us, but for you long term. If you are actively looking or starting to explore new opportunities, send us your application!