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Performs a variety of collection activities including collection calls, correspondence, negotiating payment plans, and maintaining records of all communication. Provides customer service regarding collections issues, processes customer refunds, processes and reviews account adjustments, and resolves client discrepancies. Regarded as subject matter expert within department. Manages a wide range of difficult calls and situations. Typically, does not have supervisory responsibility but actively mentors team members. May provide input on employee performance and coordinate workflow and/or act as a SPOC specialist.
Job Responsibility:
Gather collections data for data reporting to management
Regularly prepare, analyze, and present metrics/updates to management
Assist with the design and implementation of collection strategies, methods, and workflows
Research and resolve issues with escalated delinquent customers, including write-off or turn over to a collection agency
Special analysis and preparation as required
Provide training and actively mentor team members
Support supervisor during absences
Requirements:
High School diploma or equivalent
Some college preferred
Typically requires 5+ years of directly related experience
Demonstrated leadership experience
Demonstrated leadership, organizational and problem-solving skills
Exercises confidence, sound judgment and independent decision-making skills
Ability to understand and execute policy and procedures
Excellent verbal and written skills with strong negotiation and active listening skills
Excellent customer service skills with the ability to manage conflict and negotiate successful outcomes
Excellent knowledge of billing procedures, collections techniques, and accounts receivable
Able to thrive working in a fast-paced collaborative environment and manage multiple priorities
Strong knowledge of state and federal Fair Debt Collections Laws, US Bankruptcy Code, and bankruptcy procedures and regulations
Knowledge of mainframe system Oracle or other operating systems
Analyze and interpret complex documents to make sound decisions and recommendations
Able to interact and communicate with individuals at all levels of the organization
Drive workload, mentor and assist in training team members