About the Team/Role
Contact past due customers to understand the customer's circumstances, negotiate payment arrangements, assess risk and provide service. Responsible for analyzing funded credit risk through the general maintenance of existing customers.
How youll make an impact
Communicates effectively, orally and in writing, with customers to negotiate and obtain immediate payment and resolve delinquent account balances. Engages in on-going education with customers on terms and conditions, alternative payment methods.
Manages and avoids creating conflict when interacting with customers. Ability to manage multiple portfolios. Utilizes judgment and experience to make decisions that effectively balance risk, quality, productivity, corporate objectives and customer retention.
Manage delinquencies from rolling to the next level
Applies industry knowledge, departmental policies and procedures, and Fair Debt Collection Practices Act to make appropriate collection decisions. Demonstrates the ability to apply consistency in work processes.
Proficient use of multiple systems and collections tools to be able to reach the right party contact. Appropriate documentation of accounts and follow-up.
Self-motivated, dependable and ability to work productively in a dynamic, high energy, rapidly changing environment. Competitive, persistent & assertive. Participates in associate education and development through company training programs and pursuit of industry information.
Performs additional duties and participates in special projects as required.
Experience youll bring
Working knowledge of FDCPA and any other applicable Federal laws
Bachelor's Degree preferred: equivalent work experience in lieu of degree (1-2 years in related field)
Enthusiasm for automation, AI, and emerging technologies, with a desire to explore their application in business processes.
Basic accounting knowledge
Effective oral and written communication skills
Analytical skills
Sound decision making/judgment
Flexible/Adaptable to change
Detail Oriented
Ability to maintain confidentiality of customer and company information
Organized/Time Management ability
Working knowledge of Google Suite
Ability to be productive while maintaining quality
Results Oriented
Self-motivated
Basic Skip Tracing knowledge
Must pass a successful background investigation
Complexity and Creativity
Must review account information and ask appropriate questions regarding the customer's financial situation. Utilizes the account history and other available information sources to assess the customer's situation, offer solutions, and determine risk. Daily decisions will include: establishing appropriate payment plans with customers and setting appropriate follow-up, allowing or not allowing account reactivation, determination of the necessity of a credit line increase/decrease for a customer, alternate payment options, escalating account, etc.
Guidance and Freedom to Act
This position is an autonomous position within the rules and guidelines of the department. The position is expected to evaluate all data available, consider what the customer's needs are, and choose the appropriate rule or guideline to follow. The individual is also expected to recognize appropriate situations that may warrant an exception to rules or an outside of the box solution and present recommendations to management for consideration.
Impact
Direct impact on company profits. The position is responsible for limiting bad debt losses for the company and increasing revenue by effectively assessing risk and obtaining payment arrangements that allow customers to continue purchasing. The wrong decision can result in significant financial losses to the company. Manages delinquencies from rolling to the next level.
Contacts
External contact with customers ranging from accounts payable personnel to the CEO and personal guarantors. Frequent internal contact with other associates, departments and management.
Supervisory Responsibilities
This position does not have direct supervisory responsibilities. May provide routine information and support to less experienced staff.
Working Conditions and Physical Demands
Sitting, standing, walking, speaking on a telephone, listening, typing on a computer, and moderate lifting
Base Pay Range
The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEXs total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEXs comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section.
Pay Range: $18.30 - $20.60