Collections Representative II

AmTrust Financial Services, Inc.•Cleveland, OH

43d•Hybrid

About The Position

The Collections Representative II is responsible for analyzing policy detail and data to determine the best course of action for unpaid aged balances. Timely resolution of the aged balances is accomplished through obtainment of payment, revision, write off, or referral to external collection agencies. This position supports preservation of AmTrust’s Vision, Missions, and Values by providing excellent levels of customer service and sound receivable solutions to all internal and external customers.

Requirements

2+ years of experience in the insurance, financial, or sales industry
Proficiency with Microsoft Office Suite (Word, Excel, Outlook, etc.)
Effective written and verbal communication skills including professional phone etiquette
Solid analytical skills with ability to organize data and documents with attention to detail
Challenging the norm and seeking ways to continuously improve the process.
Ability to handle confidential information sensitively and discreetly

Nice To Haves

BA or BS. Education requirement may be substituted for experience on a year for year basis

Responsibilities

Collaborate with team members regarding process improvement and best practices
Research prior account history to identify prior patterns and potential hurdles in the collection process
Initiate communication via email and phone to past and present customers to provide information on outstanding money owed and various payment options to resolve these balances.
Utilize a softer approach that focuses on understanding the customers current situation and working together to come up with solutions.
Educate customers on the process in hopes of changing future behaviors.
Maintain a real time workbook/Excel file including notes, activity, and future actions
Utilize and enter information into multiple proprietary systems
Provide customer service support and balance resolution as outlined in the standard operating procedures
Work in partnership with internal businesses such as the premium audit, underwriting, and others to resolve outstanding balances
Preparation, submission and execution of write off and settlement authorities
Taking a consultative approach to research and understand current situations, quickly problem solve, and provide viable solutions.
Special projects as assigned