First Party Collections Representative
Job Description:
Applying
assertive and persuasive communication skills, responding to inbound automated
dialed first-party past due accounts. Quickly build rapport with customers to
converse about
delinquent balances, understand payment issues, remove customer payment
obstacles, and
negotiate payment(s). Update customer contact information. Document
conversation
outcomes in the database. Maintain accurate customer records.
Job Responsibilities May Include:
Accept payments through PCI
compliant link. Verify and post payments according to
procedures.
Research payment issues to
corroborate customer’s account issues. Initiate outbound calls
to locations to discuss account discrepancies, receivables, or late postings.
Converse with multiple
customers via chat, email, and phone. Personalize standard
communications and send to customer. Maintain accurate records.
May utilize skip tracing
practices to identify and locate delinquent or defunct account
holders.
Learning to apply knowledge and
skills to the business environment. Works under guidance
with work peer reviewed for accuracy, quality, and coaching. Completes routine
work
following established procedures and complying with regulations and policies;
escalates
non-routine issues for assistance. Exhibits accountability for behaviors.
Ensures
compliance with local, state, and federal regulations.
Takes the initiative to discuss
assignments, expectations, priorities and deadlines and
seek guidance and coaching from manager. Adjusts effectively to working with a
variety of
processes, requirements, and cultures.
Knowledge, Skills and Abilities:
- Technical ability to quickly learn and become proficient with proprietary software
- Multi-tasking skill set to manage multiple conversations via chat, email and voice channels
- Persuasive verbal communication, professional writing, and exceptional listening skills
- Cognitive ability including reasoning, multi-tasking, comprehend ideas, learn quickly, learn from experience, and appropriately apply learning to new situations
- Process and results oriented, motivated to keep projects moving ahead by identifying obstacles to management
- Must have a positive attitude, a drive to continually advance your understanding of the industry and business, and highly self-motivated
- Ability to build professional and trusting business relations
- Proficient MS Office Outlook
Shifts available beginning at 8am- may vary by individual after training
Education:
- High School Diploma or equivalent
Experience:
- Experience in a call center environment, accounts receivable account management, collections, inside sales, or customer retention
- Experience with software and maintaining databases preferred