The Role
A Collection Specialist Level 3 is responsible for managing and improving the collections process to recover outstanding debts while maintaining positive customer relationships. It is a senior level position responsible for managing the most challenging and high-value accounts within a collection. They work closely with customers to resolve outstanding payment issues and may have the authority to handle complex negotiations, settlements, payment plans, referring delinquent accounts to collections agencies and legal aid, when necessary, while providing expertise and guidance to junior collectors. This role often involves more extensive data analysis and reporting. The ideal candidate should have strong communication and negotiation skills, be detail-oriented, and able to work in a fast-paced environment.
What You Will Do
• Customer Interaction:
• Communicate with customers through various channels, including phone, email, and written correspondence, regarding complex issues, addressing concerns, resolving disputes, and negotiating payment arrangements.
• Provide excellent customer service while dealing with customers, answering their questions, and addressing concerns professionally and courteously.
• Account Management: • Handle the most complex and high-value delinquent accounts, making decisions regarding the best approach to maximize recovery.
• Monitor, track, and document all communications, agreements, and payment activities. Communicate with internal stakeholders, such as sales and customer service teams, to resolve customer issues and ensure timely payment.
• Negotiation: • Negotiate with customers to reach mutually acceptable solutions, which may involve offering settlements, discounts, or extended payment terms.
• Documentation: • Maintain detailed and accurate records of all collection’s activities, ensuring compliance with legal and regulatory requirements.
• Escalation: • Provide regular updates on collection activities and account status to management.
• Determine when to escalate delinquent accounts to a higher level of collections or recommend legal actions, as necessary. Identify and escalate high-risk accounts to management for further action.
• Data Analysis: • Analyze customer accounts to identify trends and payment behaviors, making data-driven decisions to improve collection strategies.
• Reporting: • Generate and analyze collection reports to assess the effectiveness of collection efforts.
• Provide insights for process improvement.
• Provide regular updates to management.
• Compliance: • Ensure all collection activities adhere to relevant laws and regulations governing collections activities, such as the Fair Debt Collection Practices Act (FDCPA).
• Training and Support: • Provide guidance, training, and mentorship to junior collection staff (Level 1 and 2), offering expertise on complex cases and best practices.
What You Will Bring
Qualifications:
To excel in this role, an individual must successfully execute each crucial task. The outlined requirements below are indicative of the requisite knowledge, skills, and abilities. Appropriate accommodations may be provided to empower individuals with disabilities to fulfill essential functions.
• bachelor’s degree in finance, business, or a related field (or equivalent experience).
• Several years of relevant experience in collections, with a significant portion at the Level 2 or highly specialized level.
• In-depth knowledge of relevant laws and regulations governing collections activities.
• Familiarity with basic accounting principles
• Proficiency in using collection software and Microsoft Office applications, especially Excel and data analysis tools.
• Experience with collections software or enterprise resource planning (ERP) systems is a plus.
Required Skills and Abilities:
• Strong negotiation and communication skills.
• Exceptional problem-solving and analytical skills.
• Attention to detail, accuracy, and organizational skills.
• Ability to work well under pressure, meet deadlines and make sound judgements. Ability to prioritize tasks and work in a fast-paced environment.
• Willingness to learn and follow established procedures.
• Ability to work collaboratively as part of a team.
Excellent communication and interpersonal skills. Able to communicate clearly and effectively, verbally, in writing, and by electronic communications with both internal and external clients.
Excellent customer service skills.
Ability to lead, coach and mentor and individual or team.
Multi-lingual is preferred.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required to sit for extended periods of time.
Required to wear a telephone headset to interact with clients and/or associates over the phone for 7+ hours a day.
Required to type for extended periods of time.
Required to work with digital displays for 7+ hours a day.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work from the office or remote.
Ability to work hours as dictated by the project.
ACCOUNTABILITY
This position does not have subordinates.
Decisions are escalated to a senior level.
It is impossible to list every requirement or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities, when necessary, to meet business needs.