Collections Specialist II

Business Processing Solutions

1d•$17 - $20•Remote

About The Position

The Collections Specialist II is responsible for performing a broad range of collection, dispute resolution, settlement, and account support activities to recover losses and ensure compliance with company, client, and regulatory requirements. This role handles non-routine issues, supports dispute and documentation processes, performs collection outreach, and assists with training, process improvements, and special projects. The incumbent is expected to demonstrate strong accuracy, judgment, and customer service skills while working in a fast-paced, regulated environment.

Requirements

Minimum of 12 months of experience as a Collection Support Specialist or at least 18 months of collection support experience within the collections industry
Alternatively, a minimum of 2 years of comparable experience in collections, customer service, or another high-volume, fast-paced service environment
Experience working with collection support, dispute processing, auditing, or quality-related functions
Knowledge of collection practices, disputes, settlements, and general office procedures
Strong attention to detail with proven accuracy in data entry, auditing, and documentation
Ability to retrieve, analyze, enter, and verify information across multiple systems
Effective written and verbal communication skills with the ability to speak professionally and compliantly with debtors, management, and clients
Strong organizational and multitasking skills in a deadline-driven environment
Ability to meet daily, weekly, and monthly production and quality expectations
Basic mathematical and calculator skills
Working knowledge of Excel and other standard office applications
Ability to follow written and verbal instructions consistently
Problem-solving, negotiation, and conflict-resolution skills
Ability to adapt to change and learn new systems, rules, and procedures quickly
Willingness to work flexible schedules, including evenings or weekends, as required
Ability to pass required background, security, and government clearance checks
High School Diploma or GED from an accredited institution required

Responsibilities

Review, validate, process, and submit dispute correspondence in accordance with client and regulatory guidelines
Prepare, run, and distribute daily correspondence and dispute-related reports
Audit pending disputes and follow up on client or system updates
Calculate, review, approve, and track settlement requests using client-approved parameters and tools
Audit settlement payment allocations to ensure accurate posting and escalation of issues
Locate and communicate with debtors via telephone and written correspondence to secure payment or establish arrangements
Resolve non-routine account issues using sound judgment and compliance standards
Perform skip tracing and contract observance activities to support recovery efforts
Review, order, log, and track requested documentation from clients and third parties
Document all account activity accurately within required systems
Process wage garnishments and related actions, including documentation, tracking, calls, voicemails, and hearing requests
Support administrative processes including resolutions, incarceration reviews, suspense processing, bankruptcy, deceased accounts, and outgoing mail
Respond to floor questions and assist with issue resolution and knowledge sharing
Assist with training activities and onboarding of new or less experienced team members
Participate in special projects and contribute ideas for process improvement, automation, and efficiency
Communicate effectively with Collection Managers, department leadership, and clients to resolve outstanding matters
Escalate issues and consult with senior management when special approvals or guidance are required