The Role
A Collection Specialist Level 2 is responsible for managing and improving the collections process to recover outstanding debts while maintaining positive customer relationships. They work closely with customers to resolve outstanding payment issues and may have the authority to make more complex decisions regarding settlements, payment plans, or referring delinquent accounts to collections agencies. 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: Contact customers through various channels, including phone, email, and written correspondence, to discuss outstanding debts, negotiate repayment terms, and establish payment plans.
- Account Management: Monitor and manage a portfolio of delinquent accounts, tracking and documenting 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.
- Customer Service: Provide excellent customer service while dealing with customers, answering their questions, and addressing concerns professionally and courteously.
- 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 and provide regular updates to management.
- Compliance: Ensure all collection activities adhere to relevant laws, regulations, and company policies, such as the Fair Debt Collection Practices Act (FDCPA).
- Training and Support: May assist in training and mentoring Collection Specialists Level 1, offering guidance on best practices and complex cases.
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.
- High school diploma or equivalent. Bachelor's degree in finance or related field may be preferred).
- Minimum of 2 years of experience in accounts receivable team. Preferably in a level 1 Collections Specialist role.
- Familiarity with basic accounting principles
- Proficiency in using collection software and Microsoft Office applications, especially Excel.
- Knowledge of relevant laws and regulations governing collections activities.
- Experience with collections software or enterprise resource planning (ERP) systems is a plus.
Required Skills and Abilities:
- Strong negotiation and communication skills.
- Excellent problem-solving and analytical skills.
- Attention to detail, accuracy, and organizational skills.
- Ability to work well under pressure and meet deadlines. 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 mentor and coach.
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.
ACCOUNTABILITY
This position does not have subordinates.
Decisions are escalated to a senior level.