Collections Specialist

About the Job
The main responsibility of a Collections Specialist is to handle processing payments by receiving inbound calls to gather and verify required information to solve the customer’s problems.

As Collections Specialist, You Will…



Update Customer payment methods


Assist multiple customers in finding unique solutions and resolving any outstanding balance


Manage all customer issues and escalations within the outlined scope


Support outbound calls for clients who have requested a call back


Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be taken


Ensure policies and procedures are followed on all calls


Maintain thorough knowledge of systems so that information can be researched and proper information is given to customer


Learn and retain a thorough working knowledge of all existing and new process and procedures


Achieve assigned Key Performance Indicators – e.g. Call Handle Time, Quality, CSAT & DSAT


Attend Team Meetings/additional training sessions as scheduled


Perform other duties as assigned


Process payments and update customer payment methods, billing methods


Assist multiple customers in finding unique solutions, bringing the customer to 100% satisfaction with the company, and resolving any outstanding balance


Build and maintain a positive customer relationship in every interaction – manage all customer issues and escalations within the outlined scope


Engage with fellow employees to successfully identify problem areas and resolve urgent needs


Actively listen to the customer, and show empathy and patience



As Collections Specialist, You Have…



An obligation and passion to deliver exceptional customer service


Microsoft Office skills, preferred


Ability to work with multiple software applications and screens simultaneously


Must be self-motivated while also able to perform in a team environment


Ability to quickly identify a customer’s needs and provide creative solutions to new problems


Above average verbal and written communication skills - ability to speak accurately, using proper grammar, and good enunciation


Ability to listen attentively and to use information provided by clients to tailor responses and actions to meet the client’s specific needs


Ability to work in a fast-paced, hectic, changing environment


Ability to organize and follow-up multiple tasks/details with accuracy and timeliness


Ability to operate a phone system, personal computer


Ability to adhere to all organizational policies and procedures


Ability to work a variety of shifts including days, afternoons, evenings, weekends and holidays


Ability to perform basic mathematical functions


Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds