Collections Specialist

SUMMARY Responsible for oversight and collections on customer accounts.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Provides customer service for all inquiries related to collection accounts.
• Receives and initiates phone calls related to collection accounts.
• Ability to multi-task, problem solve and prioritize daily workload.
• Excellent organization and record keeping skills.
• Comfortable with oral and written communications, primarily on the telephone and email.
• Coordinates sending late notices, by both email and regular mail, for all collection accounts.
• Contact customers with overdue accounts and attempt to either collect the overdue amount or negotiate a payment plan to collect it in installments.
• Use post office information, internet searches and other tools to try to locate customers who have moved or changed phone numbers.
• Maintain records of contacts and attempted contacts with delinquent account customers as well as records of any payments collected from the customer.
• Resolve customer issues and complaints concerning billing.
• Provides property, member, and delinquency metric reports to management weekly and monthly.
• Works jointly with Member Services and other departments as needed for customer service.
• Regular and punctual attendance is required.
• Processes credit card and check payments and any necessary credits on a customer’s account.
• Any other duties assigned by the supervisor.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Be able to perform all work activities with minimum amount of supervision.

EDUCATION and/or EXPERIENCE College degree preferred or equivalent work experience. College hours or a college degree may be substituted for some experience as deemed appropriate. Good customer service and phone skills, including the ability to maintain composure and professionalism during adverse situations, required. Proficient in using Microsoft Office products, particularly Excel and Word, required. Attention to detail and experience with managing data records required. 2-3 years’ experience with accounts receivable or collections required.

LANGUAGE SKILLS Ability to communicate with customers in the English language in both verbal and written formats.

MATHEMATICAL SKILLS Ability to perform basic mathematical operations including the ability to add, subtract, multiply, and divide. Ability to perform these operations using units of American money.

REASONING ABILITY Able to apply common sense understanding to carry out simple one- or two-step instructions. Ability to deal with standardized situations with only occasional or no variables.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit and talk or listen. The employee is occasionally required to stand; walk; use hands and fingers to handle or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

WORK ENVIRONMENT The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. When operating the mailing machine, the noise level is high and requires ear protection.