Collection Consumer Service Representative

Hayt Hayt & Landau PL•Miami Lakes, FL

13d•Onsite

About The Position

We are seeking a professional and motivated Collection Consumer Service Representative to join Hayt, Hayt & Landau (HHL) team. This role focuses on providing high-quality consumer service while guiding consumers toward resolving past-due accounts through clear communication, education, and respectful problem solving.

Requirements

High School Diploma or GED Equivalent
1+ year of experience in collections preferred but not required
MS Office (word, excel)
CRM applications (Customer Relationship Management)
Bilingual (English-Spanish) preferred but not required
Strong communication and interpersonal skills
Ability to remain professional, empathetic, and calm in all situations
Attention to detail with accurate data entry skills
Comfort handling high-volume phone interactions
Problem-solving mindset with the ability to make sound decisions
Commitment to providing consistent, high-quality consumer service
Dependable and punctual team members

Responsibilities

Engage with consumers via phone in a consistent, efficient, and compliant manner regarding their accounts
Deliver professional, respectful, and solution-oriented service on every interaction
Educate and guide consumers on available payment options to help bring accounts current
Maintain and update consumer contact and account information accurately
Resolve consumer questions and disputes with care, ensuring concerns are addressed correctly and thoroughly
Document all calls and account activity promptly and accurately
Negotiate payment solutions when appropriate, following client/company policies and procedures
Meet established performance goals, including quality and revenue objectives
Complete administrative and follow-up tasks to support daily call center operations
Support from beginning to end collections process within a fast-paced work environment
Excellent phone communication and negotiation skills, ability to overcome obstacles and focus on positive solutions
Excellent attitude, team player and willingness to learn. Be coachable, open and receptive to ongoing feedback to improve performance for employees and team.