Senior Collector - Bannockburn, IL

I. Job Summary

Researches account activity and resolves past due accounts through extensive contact with with internal and external customers. This position is given more accountability with customer interaction and related resolution as well as with providing guidance and direction to new and less senior Collectors. Collector Sr. will also be expected to support policies, procedures and change initiatives as needed by management. In addition, a Collector Sr. may be required to assign tasks to team members and ensure the timeline is met.

II. Essential Duties and Responsibilities

• Initiates telephone and/or email contact with internal & external customers with amounts past due, determining reason and arranging for collection or adjustment to correct errors in accounts.
• Negotiates payment plans with customers; follows guidelines for follow-up on payment plans.
• Reviews deadlines for collection action events, initiates collection activities.
• Receive and resolve escalated collection issues; disputes, makes inquiries, researches, and communicates with internal and external customers.
• Performs severance activities after approvals; stop service, cancellation & container removal.
• Maintains records of all delinquent accounts by logging collection notes and dispositioning the Dialer with each contact.
• Performs write-offs, processes payments and recoveries.
• Responds to email and telephone inquiries from customers and interviews customers by phone to investigate escalated complaints.
• Prepares, Reviews and handles Collection Reports for Supervision as requested.
• Under direction of Supervisor or Manager, may be required to assign tasks to team members and ensure the timeline is met.
• Performs advanced duties with more accountability and with minimal direction for action and results associated with improving cash flow and minimizing bad debt write offs.
• Evaluates moderately complex customer records and recommends immediate severance activities including stop service, cancellation or write-off.
• Works reconciliation of customer records on sensitive accounts by engaging customer and internal WM constituents to work the open issue(s) to resolution.
• Evaluates customer credit limits based on payment history, purchase activity and customer credit reports.
• Conduct Side-by-side Coaching sessions with peers and new agents.
• Audit dispositions, calls, and work performed by peers and new agents.
• Responsible for special projects assigned by the Supervisor.

III. Qualifications - Must live and work in the U.S.

A. Required Qualifications

• High School Diploma or GED (accredited)
• 4 years of previous experience in a customer call center or credit and collections role.

IV. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job. Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

Pay: The expected base pay range for this hybrid position is $25.75 - $32.00. This range represents a good faith estimate for this position. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location.

V. Benefits

At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click Apply.

ABOUT WM

WM (WM.com) is North America''s leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post‑consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM's fleet includes more than 12,000 natural gas trucks - the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company's sustainability progress and solutions, visit Sustainability.WM.com.

Equal Employment Opportunity

For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA‑approved alternative.