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Collections Specialist

The Collection Specialist is responsible for calling customers for collection-related tasks such as assisting customers with autopay setup, reminding for the payment of overdue invoices. This role requires strong attention to detail, excellent communication skills, and the ability to provide exceptional customer service while ensuring timely and accurate processing of payments.

Responsibilities

  • Call customers and help them set up autopay for their outstanding invoices.
  • Utilize effective communication techniques to encourage prompt payment and resolve payment disputes.
  • Communicate with project managers, account managers or the customer support team for issues raised by the customer during the collection calls.
  • Guide customers through the process of setting up autopay for their accounts.
  • Explain the benefits and procedures of autopay and assist customers in selecting appropriate options.
  • Troubleshoot any issues related to autopay setup and provide assistance as needed.
  • Record payments received in the system via various channels, including checks, credit cards, and electronic transfers if not already updated by the system automatically.
  • Ensure accuracy and completeness of payment records and documentation.
  • Provide courteous and professional assistance to customers regarding billing inquiries, payment options, and autopay setup.
  • Respond promptly to customer inquiries via phone, email, or other communication channels.
  • Maintain accurate and up-to-date records of payment transactions, collection activities, and autopay enrollments for a daily call with the reporting manager at the end of each workday.
  • Prepare reports on payment processing metrics, collection trends, and autopay adoption rates.

Qualifications

  • Knowledgeable with payment regulations, data security standards, and privacy laws to ensure compliance industry standards.
  • Proficiency in using computer systems and software for data entry, documentation, and reporting.
  • Meticulous attention to detail and accuracy in processing payments and maintaining records.
  • Clear and coherent in both written and verbal communication skills with the ability to convey information effectively.
  • Ability to work independently and prioritize tasks to meet payment processing goals and customer needs.

Screening Criteria

  • High school diploma of education and related work experience.
  • At least two (2) years of experience in collections, customer service, or a related field.
  • Must have a stable employment history.
Job Location: Site Only

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