Remote Collections Specialist

ADT • Jacksonville, FL

3d • Remote

About The Position

ADT is hiring a customer-service-focused Collections Specialist to resolve inbound and outbound calls, respond to billing inquiries, and help customers resolve account issues. The role requires explaining billing charges, asking probing questions, using negotiation skills to address objections, and obtaining payments or arranging payments within seven days. Customers whose issues fall outside the collections role should be directed to the appropriate ADT team. The specialist is expected to meet monthly performance goals, comply with quality and compliance standards, and maintain attendance and adherence goals. Flexibility may be required for special projects involving overtime.

The position transitions to remote work from home after at least 10 weeks of onsite training at ADT’s Jacksonville, Florida, location; training duration depends on readiness. Candidates must live within 30 miles of the training site. The home internet connection must be DSL, cable, or fiber, support a wired Ethernet connection, and provide download speeds of at least 50 Mbps and upload speeds of at least 25 Mbps. 5G home internet and fixed wireless providers are not accepted.

Training runs Monday through Friday, 8:30 a.m. to 5:30 p.m. After training, the shift starts between 10:00 a.m. and 12:30 p.m. Eastern Time, Monday through Friday. The department is closed on weekends and most holidays. The starting hourly rate is $17, increasing by $0.50 every four weeks until it reaches $20 after 180 days of employment. Benefits include healthcare, a 401(k) plan with company match, short- and long-term disability coverage, life insurance, well-being benefits, paid time off, and six paid holidays. Employees accrue up to 120 hours of paid time off in their first year, with an increased accrual rate after the first year.

Requirements

• High school diploma or equivalent.
• At least one year of first-party collections experience, excluding accounts receivable.
• Related experience may include car-loan, financial, or credit-card collections involving taking customer payments, setting up payment arrangements, or advising on required payment amounts.
• Remote customer service experience.
• Experience navigating multiple computer screens and applications.
• Strong negotiation skills.
• Basic typing, math, and problem-solving skills.
• Strong verbal communication skills.
• Ability to multitask across multiple computer programs.
• PC experience or ability to learn basic PC functions.
• DSL, cable, or fiber internet with the ability to connect the PC to the modem by Ethernet; minimum speeds of 50 Mbps download and 25 Mbps upload. 5G home internet and fixed wireless providers are not accepted.
• Must reside within 30 miles of the Jacksonville, Florida, site for onsite training.

Responsibilities

• Resolve inbound and outbound calls using multiple applications and screens.
• Respond to general billing inquiries and review and resolve account issues.
• Negotiate and obtain payments today or schedule payments within seven days.
• Refer customers to the appropriate ADT team when their issue is outside the scope of collections.
• Explain billing charges clearly and answer billing-related questions.
• Ask probing questions and use negotiation skills to overcome objections.
• Meet monthly minimum standards and goals.
• Meet compliance and quality assurance standards.
• Maintain appropriate attendance and schedule-adherence goals.
• Be flexible with special projects that may require overtime.

Benefits

• Healthcare benefits
• 401(k) plan with company match
• Short-term disability coverage
• Long-term disability coverage
• Life insurance
• Well-being benefits
• Paid time off: up to 120 hours accrued in the first year, with an increased accrual rate 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