Collections Specialist II
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Job Description
Collections Specialist II responsible for recovering past-due accounts in remote call center. Develops strategies for collections while ensuring customer compliance and satisfaction.
Responsibilities:
- Develop and implement effective collection strategies to recover delinquent accounts, exceeding established targets and performance metrics.
- Conduct thorough research and analysis of customer accounts to understand outstanding balances, delinquency history, and potential reasons for non-payment.
- Proactively contact customers with past-due accounts through phone calls, emails, or letters, adhering to ethical collection practices and legal regulations.
- Communicate effectively with customers, demonstrating empathy and understanding while clearly explaining collection procedures and payment options.
- Negotiate and establish realistic payment plans or arrangements to recover outstanding debts, aiming for a win-win resolution for both the customer and the company.
- Process customer payments (including adjustments and credits) with accuracy and efficiency, ensuring adherence to company policies.
- Manage and update customer account records within the collection system or CRM, maintaining data integrity and security.
- Document all customer interactions and collection activities thoroughly and accurately for future reference and audit purposes.
- Analyze collection data (e.g., call volume, payment rates, skip rates) to identify trends and opportunities for improvement in collection strategies, communication approaches, and overall efficiency.
- Collaborate with internal departments (e.g., legal) to ensure adherence to collection laws and regulations, and escalate complex cases as needed.
- Maintain a professional and positive demeanor throughout all customer interactions, even in challenging situations.
- Coach and mentor junior Collection Specialists, fostering a collaborative and knowledge-sharing team environment.
- Stay up-to-date on industry best practices, collection laws, and regulatory changes impacting the collections process.
Requirements:
- Associate's degree in Business Administration, Finance, or a related field (preferred).
- 2+ years of experience in a collections role, with a proven track record of exceeding collection targets and resolving complex accounts.
- In-depth understanding of collection principles, ethical collection practices, and fair debt collection laws (FDCPA).
- Excellent communication, interpersonal, and negotiation skills with the ability to navigate sensitive conversations professionally and with empathy.
- Strong analytical and problem-solving skills to assess situations and develop effective collection strategies.
- Proficient in Microsoft Office Suite (Word, Excel) and collection software.
Benefits:
- Work Setup: Remote/WAH (Bring-Your-Own-Device)
- Schedule: TBC
- Start Date: July 27, 2026 (earliest), August 3, 2026 (latest)
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