Collections Specialist

TEKsystems•Phoenix, AZ

7d•$15 - $18•Onsite

About The Position

This Junior collection agent serves as the primary point of contact for members calling about delinquent loan and credit card accounts. This role is responsible for handling inbound calls processing payments establishing payment arrangements and educating members on available repayment and hardship assistance options. The ideal candidate demonstrates strong customer service skills empathy and professionalism while helping members navigate financial challenges. Successful candidates must be able to multitask across multiple systems accurately document account activity and maintain compliance with all applicable policies and regulations while delivering an exceptional member experience. This person will be a level 3 agent 1 being the highest as they progress in their journey we will increase the pay rate as they continue.

Requirements

Experience in customer service, banking, collections, financial services, or a call center environment.
Strong empathy and professionalism when assisting members experiencing financial hardship.
Ability to handle sensitive financial conversations while building trust and rapport.
Excellent communication, active listening, and problem-solving skills.
Ability to navigate multiple computer systems simultaneously while documenting member interactions in real time.
Strong attention to detail and commitment to accuracy and compliance.
Comfort working in a performance-driven environment with goals related to quality, member experience, productivity, and payment commitments.
Ability to adapt to changing priorities, policies, and business needs.

Nice To Haves

Candidates with experience handling banking systems processing payments, and identifying solutions that meet both member and business needs are highly preferred.
The most successful individuals in this role are service-oriented, resilient, accountable, and committed to delivering an exceptional member experience.

Responsibilities

Handle inbound calls from members regarding delinquent loan and credit card accounts.
Review account information and assess member needs to identify appropriate payment solutions.
Process one-time payments and establish payment arrangements in accordance with company guidelines.
Educate members on available repayment options, hardship assistance programs, and account impact.
Provide accurate information regarding account status, balances, due dates, and payment history.
Document member interactions, payment commitments, and account actions accurately in servicing systems.
Resolve member inquiries while delivering exceptional customer service and support.
Maintain compliance with all company policies, privacy requirements, and applicable regulations.
Utilize multiple technology platforms simultaneously to efficiently service member accounts.
Meet established performance expectations related to quality, member experience, productivity, and compliance.
Demonstrate empathy and professionalism when assisting members experiencing financial hardship.