Communication Skills, Computer Skills, Corporate Policies, Credit and Collections, Customer Relations, Customer Satisfaction, Customer Support/Service, Customer Training, Develop and Maintain Customers, Establish Priorities, Negotiation Skills, Organizational Skills, Past Due Accounts, Problem Solving Skills, Process Improvement, Team Player, Time Management
The Collections Specialist I is responsible for managing and resolving delinquent accounts through effective communication, negotiation, and problem-solving strategies. This role plays a key part in maintaining positive customer relationships while protecting company assets and ensuring timely recovery of past-due balances.
Responsibilities:
- Contact customers with delinquent accounts to negotiate payment arrangements and settlements within company policy.
- Educate customers on account terms, payment options, and potential outcomes of delinquency.
- Conduct skip tracing and investigative research to locate unresponsive or unlocatable customers.
- Manage higher delinquency accounts with tact, persistence, and professionalism.
- Document all customer interactions and account updates accurately and promptly.
- Provide exceptional customer service through clear, respectful, and solution-oriented communication.
- Collaborate with internal teams to resolve escalated issues and support process improvement initiatives.
- Identify opportunities to improve collection efficiency, customer satisfaction, and recovery performance.
- Participate in ongoing training to enhance negotiation, compliance, and communication skills.
- Must be available to work flexible schedules, including evenings and weekends as needed.
Requirements:
Required Skills:
- Strong communication skills with the ability to actively listen, empathize, and negotiate effectively.
- Excellent time management and organizational skills with the ability to prioritize multiple accounts and deadlines.
- Strong problem-solving and critical-thinking abilities with a proactive, solutions-focused approach.
- Skilled in skip tracing and investigative account resolution methods.
- Demonstrated professionalism, patience, and persistence when working with difficult or emotional customers.
- Ability to work independently and as part of a collaborative team.
- Proficient in general computer use and adaptable to various collection and communication platforms.
- Must have access to a quiet, secure workspace and reliable internet connection.
Preferred Skills:
- Minimum of 2 years of professional collections experience, preferably handling higher delinquency or charged-off accounts.
- Experience negotiating complex payment plans and resolving challenging customer situations.