Remote Collections Specialist

ADT • Jacksonville, FL

4d • $17 - $20 • Remote

About The Position

ADT is hiring a Collections Specialist to provide customer service and resolve billing and account issues through inbound and outbound calls. The role uses multiple computer applications and screens to explain charges, answer billing questions, negotiate payments due today or within seven days, and direct customers to the appropriate ADT team when an issue falls outside the collections role. The specialist is expected to meet monthly performance goals and compliance, quality assurance, attendance, and adherence standards, and may support special projects requiring overtime.

The position begins with more than 10 weeks of onsite training in Jacksonville, Florida, depending on readiness, before transitioning to remote work from home. Candidates must live within 30 miles of the Jacksonville site for training. Training is Monday through Friday, 8:30 a.m. to 5:30 p.m. The regular schedule is Monday through Friday, with a shift start time between 10:00 a.m. and 12:30 p.m. Eastern. The department is closed on weekends and most holidays.

The role requires high-speed DSL, cable, or fiber internet that can connect to the PC by Ethernet, with speeds of at least 50 Mbps download and 25 Mbps upload. 5G home internet and fixed wireless providers are not accepted. The starting rate is $17.00 per hour, increasing by $0.50 every four weeks until it reaches $20.00 per hour after 180 days of employment.

Requirements

• High school diploma or equivalent.
• At least one year of first-party collections experience (non-A/R), such as car loan, financial, or credit card collections, including taking customer payments, setting up payment arrangements, or advising on required payment amounts.
• Customer service experience in a remote setting.
• Experience navigating multiple computer screens and applications, with strong negotiation skills.
• Basic typing, math, and problem-solving skills.
• Strong communication and verbal skills.
• Ability to multitask across multiple computer programs.
• PC experience or ability to learn basic PC functions.
• High-speed DSL, cable, or fiber internet service capable of a hardwired Ethernet connection, with at least 50 Mbps download and 25 Mbps upload; 5G home internet and fixed wireless internet are not accepted.
• Must reside within 30 miles of the Jacksonville, Florida, site for onsite training before transitioning to remote work.

Responsibilities

• Resolve inbound and outbound calls using multiple applications and computer screens.
• Respond to billing inquiries and review and resolve account issues.
• Negotiate and obtain payments due today or scheduled within seven days.
• Refer customers to the appropriate ADT team when an issue is outside the scope of collections.
• Explain billing charges and answer customers’ billing questions.
• Ask probing questions and use negotiation skills to overcome objections.
• Meet monthly performance goals and compliance and quality assurance standards.
• Maintain appropriate attendance and adherence.
• Provide flexibility for special projects that may require overtime.

Benefits

• Healthcare benefits
• 401(k) plan with company match
• Short-term and long-term disability coverage
• Life insurance
• Well-being benefits
• Paid time off, accruing up to 120 hours in the first year, with the accrual rate increasing after the first year
• Six paid holidays

What This Job Offers

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