Collections Specialist

DESCRIPTION:

PURPOSE OF JOB:

The Collections Specialist is a non-supervisory position responsible for providing World-Class Customer Service for internal and external customers through resolving account inquiries and billing issues quickly and accurately. Collects past-due accounts and ensures that past-due metrics are kept within the company's standards while keeping with the company's mission and values statements.

JOB DUTIES:

Collections

• Collect on all past-due accounts by contacting customers via phone, email, text, mail, etc. to collect all past-due amounts.
• Ensure all accounts are kept within the established company goals for past-due percentages and other metrics.
• Send collection letters/communications as appropriate, including but not limited to:
  • 10-day letters
  • 30-day letters
  • Demand letters
  • Late fee letters
  • Unable to contact letters
• Make customer contact phone calls at 15 days past-due and every 2 business days thereafter until promise to pay has been achieved.
• Keep Senior Director of Operations informed on past-due accounts and work with them during the collections process.
• Actively collect miscellaneous charges such as: non-sufficient funds (NSF) fees, late fees, and property taxes.

Administrative Responsibilities

• Resolve all inquiries and requests made by internal and external customers.
• Receive and record customer payments taken in the lobby, answer phone calls, and respond to other related communications.

General

• Ensure prompt and regular attendance.
• Perform other appropriate duties as may be assigned by Management.
• Travel as business needs may require.

Quality & Continuous Improvement

• Personally commit to quality in all aspects of work.
• Participate in and promote the established Quality Improvement Process (QIP) for continuous improvement.
• Participate on teams to research, measure and correct problems and to strive for process improvement.
• Communicate and exemplify the Company's Mission Statement, Vision Statement, Values, and Philosophy.
• Attend at least ten (10) hours of training annually to continue development of work-related skills.

Full-Time Employee Benefit Options Include:

• Health, Dental, & Vision Insurance
• 401(k) Retirement Savings Plan with Company Match, including Roth option
• Flexible Spending Accounts and/or Health Savings Accounts, including potential for company contributions based on annual health risk assessments
• Life and Accidental Death & Dismemberment Insurance
• Short- and Long-Term Disability Insurance
• Supplemental Voluntary Insurance Policies with options for Critical Illness, Hospital Indemnity, and Accidents
• Paid Time Off for Vacation, Sick, and Holidays
• Employee Assistance Program

This does not necessarily list all responsibilities, duties, requirements, or efforts associated with the job.  While this list is intended to be an accurate reflection of the job, the company reserves the right to review and modify as circumstances or business needs require.

QUALIFICATIONS:

Education:

• High school diploma/equivalent is minimally required.
• A college degree is preferred.

Experience:

• 2 years of account collections experience is minimally required.

Other Knowledge, Skills, Abilities & Competencies:

• Knowledge of Collection Law is preferred.
• Must have strong written and oral communication skills.
• Must demonstrate a working proficiency of Microsoft Word and Excel.
• Must demonstrate strong organizational skills.
• Must have the ability to handle numerous tasks and responsibilities.
• Must demonstrate strong researching skills.
• Must demonstrate strong detail orientation.
• Must maintain confidentiality.

This does not necessarily list all responsibilities, duties, requirements, or efforts associated with the job. While this list is intended to be an accurate reflection of the job, the company reserves the right to review and modify the functions, duties and requirements of the job or to require that additional or different tasks be performed as circumstances or business needs require.