Job Duties/Responsibilities:
- Manage an assigned portfolio of early-stage past due accounts, independently driving collection activity to meet delinquency targets with the lowest possible loss ratios and minimal risk.
- Handle collections across various micro-ticket accounts, adjusting approach to the lessee, contract structure, and account history.
- Negotiate payment arrangements and repayment plans, using sound judgment to assess customer ability to pay and the risk to Dext.
- Investigate and resolve payment, billing, and account issues, including payment reconciliation and disputed charges.
- Identify accounts showing signs of elevated risk and escalate them appropriately, providing clear documentation to support next steps such as late-stage collections, legal referral, or recovery.
- Respond to client inquiries with accurate account information, including payment history and contract terms.
- Maintain detailed and accurate records of client interactions, commitments, transactions, and resolutions in Dext customer service systems.
- Conduct all collection activity in line with applicable laws, regulations, and Dext policies.
- Collaborate with the Collections team and other departments to create a positive and consistent customer experience.
Required Skills/Experience:
- 2–3 years of collections experience
- Proven ability to negotiate payment arrangements and manage a collections portfolio independently
- Strong analytical and problem-solving skills
- Professional, customer-oriented approach, including during difficult conversations
- Ability to thrive in a fast-paced environment and adapt to new situations
- Proficiency in basic mathematics
- Proficiency in Microsoft Office (Excel, Word, Outlook)
Preferred:
- Equipment leasing or commercial finance collections experience
- Familiarity with lease contract structures and terminology
- Experience with lease/loan servicing systems