Job Description
The Centralized Collections Specialist is responsible for managing past-due accounts in a call center environment, primarily through outbound and inbound calls. This role focuses on collecting payments, negotiating payment arrangements, and assisting customers in resolving delinquent accounts while maintaining a professional and customer-focused approach.
Salary: $16.00 to $18.00 per hour
Perform Collections and Account Management Responsibilities
- Make outbound calls to customers with delinquent accounts to secure payment arrangements
- Receive inbound calls and assist customers with resolving account issues related to overdue payments
- Use company systems to locate account information, payment history, and contact details
- Update customer account information to ensure accurate and status
- Document all customers interactions, agreements, and account resolution
- Provide clear explanations of account balances, due dates, and options resolving delinquencies
Payment Negotiations and Customer Interaction
- Assess customer financial situations and offer suitable payment options or arrangements
- Work within company policies and guidelines to negotiate settlements or resolve accounts
- Accurately process payments and provide customers with payment confirmations
- Maintain a professional and empathetic approach with customer interactions
- Manage sensitive customer data securely and maintain confidentiality
Team Collaboration
- Collaborate closely with team members and supervisors to meet department goals
- Share feedback and/or observations with management to enhance collections strategies
Education, Qualifications and Experience
- High school diploma or equivalent
- Serving our customers by working onsite at the Branch Office Support Center (BOSC) is an essential function of this job (working from home is not permitted under any circumstances)
- Bilingual (Spanish/English)
- 1+ year of collections or call center experience, preferably in the financial services industry
- Familiarity with collections software or CRM systems is a plus
- Strong verbal communication and active listening skills
- Ability to negotiate effectively while remaining empathetic and professional
- Proficiency in using standard office and call center software (Microsoft Office, phone systems, etc.)
- High attention to detail and ability to multitask in a fast-paced environment
- Goal-oriented with a strong work ethic
- Resilient and able to manage rejection professionally
- Dependable and punctual with excellent time management skills
- Ability to maintain confidential and personal information
- Demonstrate the ability to analyze relevant information and apply individual judgement
- Must possess a valid drivers' license and the ability to operate an automobile
Desirable
- Advanced educational degree or training
- Bilingual English/Spanish
- Some college or relevant training
- Experience with centralized or multi-branch operational support
Salary Range
Starting at $17.00 per hour