Collection Specialist II

ACCION OPPORTUNITY FUND COMMUNITY DEVELOPMENT•City of Commerce, CA

7h•$26 - $30•Hybrid

About The Position

The Collection Specialist II will be responsible for payment negotiations, timely and effective collection of delinquent accounts, resolving customer disputes, skip tracing and general office duties. This position may require heavy use of phone calls and emails to complete collection tasks. Applicant must be committed to the highest level of professional service.

Requirements

Minimum of 2-3+ year in collections or related field or proven performance and knowledge of roles and responsibilities mentioned above.
Office and database software skills
Negotiation and conflict resolution skills
Speaking and listening skills
Multi-tasking and time management skills
Prioritization skills
Knowledge of relevant legal requirements
Ability to work independently.
Attention to detail.
Self-motivated and self-directed; able to work without supervision.
Able to create trust and build relationships.
Familiar with the Fair Debt Collection Practices Act (FDCPA) and other laws governing debt collection practices.
High School Diploma or equivalent required.

Nice To Haves

Spanish speaking
Experience with debt collection software a plus
Experience in call centers, sales and customer service is beneficial.

Responsibilities

Contacts customers by phone and email to recover a delinquent account.
Keeps detailed notes and records of all communications and actions.
Answers to questions customers have about billing statements.
Negotiates partial repayments and payment plans when possible.
Keeps track of payment due dates and sends reminders.
Updates the account status when the debt has been paid.
Investigates errors and disputes and follows up with customers.
Back-up for payment support email responding to all the correspondence sent from clients in a timely and effective manner.
Sends necessary paperwork to customers through DocuSign and US Postal Service.
Prepares Change in Terms paperwork for clients per manager’s request.
Prepares Settlement requests per manager’s request.
Complies with all federal, state, and local laws and regulations as well as company policies.
Maintains confidentiality and utmost discretion.
Skip trace clients if unable to locate.
Cross trained amongst all the different roles within the department.
Run credit reports per management request on consumers.
Analyze client’s business through web search to determine if still open (Google or Social Media).
Maintains call quality and productivity measurements.