Collections Specialist (Call Center)

Berlin-Wheeler, Inc.•Topeka, KS

10d•Onsite

About The Position

We are looking for a Collections Specialist to join our call center team. You don't need a long history in debt collection to be successful in this role. If you have strong communication skills, customer service experience, sales experience, call center experience, or simply the ability to connect with people and work toward a goal, we want to hear from you. You'll receive training and support while developing valuable skills in collections, negotiation, customer service, account resolution, and financial communication. As a Collections Specialist, you'll work with consumers who have past-due accounts and help them identify realistic options for resolving their outstanding balance. We believe successful collections aren't about treating people like numbers. They're about having productive conversations, understanding the situation, finding realistic solutions, and following through. At the same time, our clients depend on us to deliver results. That means you'll be expected to balance empathy with accountability, customer service with performance, and professionalism with results. This position can be a starting point for a larger career. As you gain experience, you'll develop skills in: Communication → Negotiation → Collections → Account Management → Leadership. High-performing team members may have opportunities to take on additional responsibilities and advance within the department.

Requirements

Comfortable talking with people by phone.
Confident, professional, and respectful communicators.
Good listeners who can ask questions and understand different situations.
Motivated by goals and measurable results.
Comfortable having conversations about money and payment options.
Able to negotiate while maintaining a positive customer experience.
Resilient when conversations become challenging.
Organized and detail-oriented.
Comfortable using computers and learning new software.
Dependable and committed to showing up for their team and customers.

Nice To Haves

Collections experience
Call center experience
Customer service experience
Customer support experience
Sales experience
Inside sales experience
Account management experience
Accounts receivable experience
Billing experience
Banking experience
Insurance experience
Retail experience
Financial services experience
Telemarketing experience
Negotiation experience
High-volume phone environments experience

Responsibilities

Make outbound calls to consumers regarding past-due accounts.
Communicate professionally with consumers about their account and available resolution options.
Listen to understand each consumer's circumstances.
Negotiate payment arrangements and account resolutions within established guidelines.
Explain payment options clearly and accurately.
Work toward individual and team collection and performance goals.
Document account activity, conversations, and payment arrangements accurately.
Maintain confidentiality and protect consumer information.
Follow company policies, procedures, and applicable collection laws and regulations.
Provide respectful, solution-focused customer service-even during difficult conversations.