Collection Service Representative
About The Position
The Collection Service Representative supports clients by delivering exceptional service to their customers through telephone and, where applicable, email communication. The role helps customers resolve order issues, answers account questions, researches payment issues, and escalates concerns to the appropriate team. This is a remote opportunity described as temp-to-hire and expected to run through January 1, 2027. The role may be full-time or part-time, with hours of operation between 7:00 a.m. and 8:00 p.m.; individual schedules are assigned by a manager or supervisor and may vary by time zone, region, department, client, or team. No travel is expected.
Requirements
- High school diploma or GED.
- One year of transferable experience.
- Fluency in English.
- Ability to work in a team-based environment on shared tasks and projects.
- Professional demeanor.
- Proficient written and verbal communication, comprehension, and telephone skills.
- Time-management and organizational skills.
- Basic math skills.
- Proficiency in MS Office.
Nice To Haves
- Fluency in other languages may be required depending on location, client, department, or project.
Responsibilities
- Work in an assigned queue or worklist and aim to place at least 150 outbound calls per day, subject to client-specific targets.
- Meet internal quality objectives, including monthly account audits and call quality reviews, as well as client-specific call and quality metrics.
- Meet daily performance and productivity requirements based on time-gap or other reporting.
- Communicate with customers professionally and courteously.
- Advise customers of open receivables, obtain payment status and timelines, and address issues preventing payment.
- Use client-specific systems to review and research account details.
- Provide invoices and other related documentation to account holders.
- Improve business knowledge, quality assurance scores, call volume, activities, and accounts worked per day.
- Maintain organized electronic storage of documents and emails, with relevant forms noted and saved in designated locations.
- Take ownership of assigned accounts or work in a group queue as needed.
- Collaborate with the team on special projects and initiatives as directed.
- Meet regularly with the supervisor for performance reviews and coaching.
- Seek process-improvement opportunities and propose ideas.
- Promote effective communication and collaboration across countries and cultures.
- Assist with 1st Party AR project work as required and serve as backup to other members of the 1st Party AR Department.
- Maintain professionalism and confidentiality.
- Perform other duties as requested.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
