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Form of workJob Description
The Position:
The Collections Specialist is responsible for supporting our clients by ensuring they have all of their Travel Documents and payments completed on-time, prior to travel by making outbound calls to the families. You will achieve this by providing friendly, helpful and respectful information about which items are due, when they are due, and how they can be completed via voicemails and live conversations. If questions arise, you will answer them in a positive manner or ensure hand off to a team member if outside the Collections Specialist area of expertise. Key competencies include the ability to share 100% accurate information while also actively listening, empathizing, and being as helpful as possible in addressing any need and concern.
Location:
This is a part-time (10-12 hours per week) remote position.
What You Do:
● Support students’ and families’ by calling them to remind them and / or collect missing items or payments and prepare them for travel.
● Be able to answer any questions they have directly related to those items being collected.
● Maintain compliance with collections policies and procedures.
● Maintain respectful, and friendly relationships with students and families globally.
● Properly hand off questions or items to other team members if outside your area of expertise.
● Collect and process forms and passports.
● Meticulously update the client relationship management system with client interactions and updates.
● Participate in on-call schedule or augmented travel season schedule changes.
What We Look For:
● 1+ years of collections calling experience.
● 1+ years of customer service, client relations, or telemarketing experience.
● 1+ years of experience managing and prioritizing tasks in a professional environment.
● Experience working in a remote desk job based role.
● Comfort in a team environment, including customer service phone queues and shared email inbox.
● Excellent written and oral communication and interpersonal skills.
● Experience working in a high pressure, high demand, and fast-paced growth environment.
● Multitasking and working with a large client base.
● High comfort level with business to client service.
● A teamwork mindset with a willingness to help other members.
● Proven relationship building skills.
● Problem solving and solutions negotiation.
● An open, people-focused mindset.
● Adaptability to change and tolerance for ambiguity.
● A desire to continually learn new things.
● Proficient in Microsoft Office suite, Google Apps, and Salesforce.
Compensation:
The pay range for this position is $16.50 - $18.50 per hour depending on experience and location.
Work and Environmental Conditions:
This position is remote, but employees are expected to have a stable, quiet and consistent working space with stable and dependable internet. (i.e. home office, office, etc. Coffee shops or public spaces are not acceptable).
Equal Employment:
Rustic Pathways is committed to providing equal employment opportunities to all persons and maintaining a work environment that is free of harassment and discriminatory conduct. All employment decisions at Rustic Pathways are made without regard to race, color, religion, sex, national origin, disability, age, genetic information, veteran status, or any other class protected by law. Rustic Pathways takes all allegations of discrimination, harassment, and retaliation very seriously and will promptly conduct an investigation when warranted.
At-Will Notice:
Each employee of Rustic Pathways is employed “at will,” which means either the Company or the employee may terminate the employment relationship at any time, for any or no reason, with or without advanced notice. No individual or representative of the Rustic Pathways can change this at-will relationship absent a specific, written contract signed by the Company’s Chief Executive Officer or designee.
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