Collections Representative I

Maverick Payments • , CA

1d • $18 - $25 • Onsite

About The Position

The Collections Representative supports the internal recovery team by managing merchant accounts with outstanding return items. This role involves initiating recovery efforts, placing accounts on reserve through TSYS, and assisting internal teams and external partners with account reconciliation. The representative also monitors payments, communicates with merchants and agents, and applies knowledge of financial processes including chargebacks, refunds, and ACH operations. Collections Representatives are responsible for reviewing merchant accounts associated with each return item to assess the status and determine appropriate recovery actions. Place accounts on 100% reserve using the TSYS platform to ensure that available funds are secured. Recovery efforts are initiated through email communications using HappyFox and direct phone outreach to merchants. Representatives contact partners to address unpaid return items and residuals being held, aiming to resolve outstanding balances. Representatives monitor credit card payments through the Accounts Receivable system to ensure that payments are properly applied to the corresponding merchant accounts. They verify that outstanding balances are cleared and that account records are accurately reconciled. In cases involving fraud or significant losses, representatives use Google search to perform skip tracing and locate merchants through alternative public contact methods. They investigate and pursue additional avenues to establish communication and facilitate recovery. Representatives possess a working knowledge of chargebacks and refunds, enabling them to navigate and explain these processes effectively. They understand the operations of the ACH network, including the roles of the Receiving Depository Financial Institution (RDFI) and the Originating Depository Financial Institution (ODFI). They review bank account updates to ensure accurate and current information is used in recovery efforts. Maintain a professional and respectful approach when communicating with customers to understand their financial circumstances and provide suitable solutions. Document all interactions with customers accurately and comprehensively in the dashboard, including payment arrangements, promises to pay, and any disputes or complaints. Ensure compliance with all relevant laws and regulations governing debt collection practices, including the Fair Debt Collection Practices Act (FDCPA). Collaborate closely with internal teams such as Merchant Maintenance, Partner Support, and Merchant Success and Risk to resolve complex collection issues including a detailed breakdown of the outstanding balance. Supporting specialized projects on an as-needed basis as directed by Executive team. Other duties assigned.

Requirements

• High school diploma or equivalent.
• Prior experience in payment processing, banking or working with the ACH network.
• Strong customer service skills are essential for effective communication and resolution.
• Proven ability to negotiate payment arrangements and resolve disputes effectively while maintaining positive customer relationships.
• Strong analytical and problem-solving skills with the ability to think critically and propose creative solutions to collection challenges.
• Works well in a fast-paced environment while staying precise in daily activities.
• Must be able to communicate with our partners in a respectful and concise way.
• Communicate with professionalism in all interactions both inside and outside of the organization.
• Exceptional attention to detail and the ability to prioritize tasks, manage time efficiently, and meet deadlines in a fast-paced environment.
• Able to work across all departments with ease but still work independently.
• Efficient with Microsoft Office Suite including Outlook and Excel.
• Able to navigate multiple system interfaces to key application information in a timely manner.
• Compliance with knowledge with financial institutions, card associations, etc.

Responsibilities

• Review merchant accounts associated with each return item to assess the status and determine appropriate recovery actions.
• Place accounts on 100% reserve using the TSYS platform to ensure that available funds are secured.
• Initiate recovery efforts through email communications using HappyFox and direct phone outreach to merchants.
• Contact partners to address unpaid return items and residuals being held, aiming to resolve outstanding balances.
• Monitor credit card payments through the Accounts Receivable system to ensure that payments are properly applied to the corresponding merchant accounts.
• Verify that outstanding balances are cleared and that account records are accurately reconciled.
• Perform skip tracing using Google search to locate merchants through alternative public contact methods in cases involving fraud or significant losses.
• Investigate and pursue additional avenues to establish communication and facilitate recovery.
• Navigate and explain chargebacks and refunds processes effectively.
• Understand the operations of the ACH network, including the roles of the RDFI and ODFI.
• Review bank account updates to ensure accurate and current information is used in recovery efforts.
• Maintain a professional and respectful approach when communicating with customers to understand their financial circumstances and provide suitable solutions.
• Document all interactions with customers accurately and comprehensively in the dashboard, including payment arrangements, promises to pay, and any disputes or complaints.
• Ensure compliance with all relevant laws and regulations governing debt collection practices, including the Fair Debt Collection Practices Act (FDCPA).
• Collaborate closely with internal teams such as Merchant Maintenance, Partner Support, and Merchant Success and Risk to resolve complex collection issues including a detailed breakdown of the outstanding balance.
• Support specialized projects on an as-needed basis as directed by Executive team.
• Perform other duties assigned.

Benefits

• Competitive Salary, Bonuses and Incentives.
• Comprehensive employer sponsored health, vision, and dental insurance programs.
• Paid time off, Paid Sick and Paid Holidays.
• 401K plan with up to a 3% matching contribution.
• Commitment to Career Development and Advancement.
• Employee Recognition Programs
• Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED