Collections Coordinator

Optimum•Town of Oyster Bay, NY

7d•$39,479 - $64,858•Onsite

About The Position

Under general supervision in a customer service multi product environment maximizes the external and internal customer experience by providing knowledge and support of moderate complexity in all areas of Collections including but not limited to: Phone Collection, Field Collections, Mobile / Fixed Fraud, and CVT. Responsibilities include responding to customers via various communications channels such as phone, chats, email, inbound and outbound calls. In addition to these responsibilities the representative will have specified duties related to pre-collections activities and resolution. The hours for this position will be Tuesday through Friday, 11:30am - 8:00pm EST and Saturday 9:30am-5:00pm EST.

Requirements

High School Diploma or equivalent required; BA/BS or relevant work experience preferred.
Minimum of 3 years of collections, cable, customer service, or related experience required.
Strong knowledge of collections, billing systems, order processing, and company policies and procedures.
Proficiency with Microsoft Word, Excel, Teams, and general computer applications required; experience with Cabledata, IDA, KDB, Marquee, credit bureau sites, financial institution websites, and Access databases preferred.
Must demonstrate strong leadership, judgment, communication, organization, time management, problem-solving, conflict resolution, and analytical skills.
Ability to manage multiple tasks in a fast-paced environment while providing timely, professional, and empathetic customer service.
Must be self-motivated, approachable, dependable, and able to work flexible hours, including evenings, weekends, and overtime as needed.
Ability to sit for extended periods required.

Nice To Haves

BA/BS or relevant work experience preferred.
experience with Cabledata, IDA, KDB, Marquee, credit bureau sites, financial institution websites, and Access databases preferred.

Responsibilities

Serve as the point of public contact for customers.
Contact customers (internal and external) through inbound and outbound telephone calls from a dialer, to collect any and all debt prior to and throughout the life cycle of the accounts.
Maintain a thorough knowledge and understanding of the operations, policies and procedures to assist customers, collect outstanding debt and resolve problems.
Work with complex customers to drive improved collection efforts and cash flow.
Contact customers and resolve delinquent accounts within established business rules.
Maintain accurate customer contact history by accurately documenting accounts with updated information and detailed account contact notes.
Perform Deep Dive Analysis/Reconciliations to resolve customer issues as needed.
Responsible for participating in the timely completion of all special projects in conjunction with Collections Management.
Ability to collaborate with cross-functional teams and communicate information effectively.
Participates in special projects and performs other duties as assigned.
Performs evaluation and communication of moderate complexity in all aspects of IDA and relevant customer billing systems.
Explains customers monthly billing statement including charges, prorates, credits, install fees, late fees, transfer balances, non-sufficient funds fees, pay per view restrictions, and equipment charges.
Maintains and updates customer databases where appropriate.
Responsible for performing all administrative tasks through use of appropriate company documentation, ensuring it is completed in a thorough and accurate manner.
Work closely with cash management team to resolve post-cash application discrepancies and timely application of customer payments.
Consistently meet established productivity, schedule adherence, and quality standards.
Make positive suggestions on improving and streamlining workflow processes and enhancing profitability.
Provide and assist with training of other team members.
Assist leadership in all day-to-day operations or projects as necessary.
Work offline projects related to residential and business fixed/mobile collections as needed.