Residential Collections Specialist

Job Summary

Perform collection activity for Residential/Consumer accounts assigned. Provide excellent customer service to both internal and external clients. Conform in all respects with applicable federal, state and local laws, regulations, and ordinances (including the Fair Debt Collection Act). Follow company policies, procedures, and directives from supervisors/managers.

Key Responsibilities

• Making debt collection calls on residential accounts.

• Escalate unresolved issues to the collections supervisor as needed.

• Maintain detailed customer information on delinquent accounts including contact information.

• Process account cancellation on unpaid debt.

• Process account adjustments as needed for corrections.

• Conduct customer research for unresolved disputed issues.

• Research and process Unidentified payments (Refunds and movement of payment to the correct account).

• Meet or exceed objectives and collection goals.

• Ability to excel in fast paced environment.

• Ability to resolve customer complaints and questions.

• Perform other duties and responsibilities as required or requested by management.

• Operate standard office equipment (i.e., personal computer, facsimile, copy machine, etc.).

Requirements

• Education: Associate’s degree (AA) from two year College or technical school or equivalent combination of education and experience.

• Experience: Three to Five years experience in consumer collections, account receivable and customer service.

• Technical Skills: Working knowledge of Microsoft Office-Outlook, Word and Excel. Knowledge of AS400 software system and Soft Pak.

• Communication: Excellent customer service and phone skills with the ability to effectively communicate with others verbally and in writing.

• Competencies: Close attention to detail, good organizational skills, and strong interpersonal skills.

• Physical/Mental Demands: Regularly required to sit, stand, walk, and use hands/fingers; visual requirements include close/distance vision and depth perception.

• Working Conditions: Work in an indoor office environment 100% of the time with a moderate noise level.