Collection Support 2

About the Team/Role

Collections Support 2: Communicates in a clear, concise manner, orally and in writing, with customers to influence and negotiate to obtain immediate payment and resolve delinquent account balances. Manages & deescalates conflict when speaking to a customer. Ability to manage up to and including later stage delinquent and complex account situations, utilizing professional knowledge and experience to determine appropriate approaches to achieve resolution. Manages delinquencies from rolling to the next level.

Applies industry knowledge, departmental policies and procedures, and Fair Debt Collection Practices Act to make appropriate collection decisions. Demonstrates the ability to apply consistency in work processes. Proficient use of multiple systems. Executes & exhausts all skip tracing resources to reach a decision maker. Appropriately applies all collection tools & payment options to resolve delinquency and minimize bad debt. Appropriate documentation of accounts and follow-up.

Self motivated, dependable and able to work productively in a dynamic, high energy, rapidly changing environment. Competitive, persistent & assertive. Engages in peer collaboration as it relates to sharing/ implementing collection best practices. Ability to work with minimal supervision. Participates in special projects and performs additional duties as required.

How you'll make an impact

• Inbound/ Outbound Collection calls

• Work emails in a shared group inbox

• Communicate effectively, orally and in writing, with customers to negotiate and obtain immediate payment and resolve delinquent account balances.

• Engage in on-going education with customers on terms and conditions and alternative payment methods.

• Ability to manage multiple portfolios and risk levels.

• Utilize judgment and experience to make decisions that effectively balance risk, quality, productivity, corporate objectives and customer retention.

• Apply industry knowledge, departmental policies and procedures, and Fair Debt Collection Practices Act to make appropriate collection decisions.

• Proficient use of multiple systems and collections tools to be able to reach a decision maker in the collections process.

• Self-motivated, dependable and able to work productively in a dynamic, high energy, rapidly changing environment.

• Perform skip tracing on required accounts using multiple systems/tools

• Perform additional duties and participate in special projects as required.

Experience you'll bring

• Working knowledge of FDCPA and any other applicable Federal laws

• Basic accounting knowledge

• Effective oral and written communication skills

• Analytical skills

• Sound decision making/judgment

• Flexible/Adaptable to change

• Detail Oriented

• Working knowledge of Google Sheets

• Must pass a successful background investigation

Preferred Qualifications:

• High School Diploma with 1-2 years of experience in a related field

• At least one year of transportation industry customer support experience.

• Basic accounting and Skip Tracing knowledge

• Analytical skills

• Sound decision making/judgment

• Ability to maintain confidentiality of customer and company information

• Organized/Time Management ability

• Ability to be productive while maintaining quality

• Results-Oriented

• Self-motivated