Senior Collection Specialist

JOB SUMMARY: The Senior Collections specialist is responsible for performing collection activities in an effort to recover losses from assigned accounts. Senior collections specialist will locate and communicate with debtors via the telephone and written notices in order to obtain repayment in full or to establish acceptable payment arrangements. Senior collections specialist will resolve issues of a non-routine nature as necessary as well as perform skip tracing and contract observance functions to ensure compliance of all company, client, and federal and state regulations. In addition, the Senior Collections specialist will provide assistance with the day to day supervision and training of staff within the unit.

Regular Schedule:

Monday-Friday. No Weekends

Hours: 8am-Midnight (shifts 8-5pm, 10a-7p, 12-9p, 3-12pm)

** Hours subject to change depending on business needs

$17/hour

Monthly Bonus Potential

Communicate with debtors in regards to the repayment of their delinquent debt.

• Achieve assigned goals (fee, postdate, liquidation, and/or consolidation apps taken – specified by line of business)
• Make required number of phone calls daily as determined by management
• Profile debtors and obtain financial information. Update demographic and financial information on each call.
• Negotiate the best possible arrangements
• Proficiency with company telephone system while placing outbound calls and accepting inbound calls.
• Refer accounts for legal or administrative wage garnishment processes if applicable as dictated by department and/or client requirements.
• Perform second talk-offs and validate payment arrangements for collectors

Perform skip tracing to locate debtors.

• Use skip-tracing tools to locate the debtor in the most efficient manner
• Locate required number of skip accounts as determined by management
• Effectively communicate with third parties to obtain location information
• Profile accounts that are determined unlocatable or exhausted

Ensure all accounts are worked within client standards and Federal Regulations.

• Maintain specified file of accounts per client standards
• Work within FDCPA, state regulations, department/division & DMO Compliance Policies
• Maintain clear, concise, and accurate documentation of all attempts and/or contacts made and received for accounts in accordance with company and client specifications
• Ensure that collectors within the unit are maintaining a high level of quality by administering audio reviews and account spot-checks as directed.
• As directed, perform side-by-side reviews with collectors and report results to management.

Maintain continuing education, training in industry career development

• Maintain current knowledge of and comply with all federal and state rules and regulations governing collections including FDCPA, Privacy Act, FCRA, etc.
• Attend training sessions as directed by management
• Integrate information obtained through training sessions and policy changes immediately into daily routine
• Assist trainer with new hire and refresher training as needed.
• As directed, identify training needs and provide training to collections staff within the unit.

Management Support

• Perform Second Talk-Offs and payment verifications for collectors.
• Assist management with collector training and new hire mentorship.
• Assist management as needed with tracking collector attendance records.
• Assist with collector productivity monitoring through reports and daily productivity measurements as directed.

MINIMUM REQUIREMENTS:

• High School diploma or equivalent
• PC experience in a windows environment
• Minimum of six months collections experience preferred
• Basic keyboarding skills
• Must be able to obtain required License for collecting
• ACA certification preferred
• Knowledge of all federal and state rules and regulations governing collections including FDCPA, Privacy Act and FCRA.
• High speed internet access (Minimum 10MB upload speed, 10MB download speed)
• Private workspace or home office free of distractions and outside noise
• You must use a provided ethernet cord and be hard wired into your server from the router/modem. You will not be able to use Wi-Fi or a hot spot.
• Landline phone or cell phone

PREFERRED QUALIFICATIONS:

• Effective written and verbal communication skills
• Ability to follow written and/or verbal instructions
• Ability to coach and develop others
• Good mathematical and analytical skills
• Ability to meet aggressive daily, weekly, and monthly production and quality goals
• Strong organizational skills, ability to manage multiple priorities and the ability to meet tight deadlines
• Negotiation, counseling and problem-solving skills
• Ability to work flexible day, evening and weekend hours as required
• Ability to learn company collection computer system and phone system