Collections Specialist

TEKsystems•Fort Worth, TX

5d•$25 - $26•Hybrid

About The Position

This role involves making outbound and taking inbound calls from Mercedes-Benz Financial Services (MBFS or Daimler Truck -DTFS) customers. The primary purpose is to collect payments on both live and terminated accounts through various methods like phone pay, quick collect, and letters, while maintaining excellent customer service. Responsibilities include negotiating payment solutions for customers needing assistance, following up on pending actions or expired payment arrangements, and providing excellent customer service during all interactions. The specialist will manage a queue of assigned accounts, perform skip tracing activities to locate customers and collateral when contact is difficult, and assign out for repossession when applicable. Collaboration with internal and external groups is expected to resolve escalated customer issues and complaints. Additionally, the role involves offering feedback and recommendations for process improvements or training materials, and maintaining corporate standards and compliance requirements.

Requirements

Real Collections experience is a must.
Over the phone collections experience.
HS Diploma or GED required.
1-2 years experience in Customer Service and/or Collections environment preferred.
High attention to detail.

Nice To Haves

Bachelors Degree is preferred.
Familiar with the automotive industry is a plus.
Auto, Credit Card, or Mortgage collections experience preferred.
Previous Insurance claim and/or Bankruptcy experience is a plus.

Responsibilities

Make outbound and take inbound calls from Mercedes-Benz Financial Services (MBFS or Daimler Truck -DTFS) customers.
Collect payments on live and terminated accounts via phone pay, quick collect and letters using excellent customer service skills.
Negotiate payment solutions when the customer needs assistance and follow up when there is pending action required or payment arrangements have expired.
Provide excellent customer service while handling incoming calls from external and internal customers with phone courtesy.
Manage a queue of assigned accounts.
Perform skip tracing activities to locate the customer and collateral and assign out for repossession when applicable.
Collaborate with internal and external groups to resolve escalated customer issues and/or complaints when needed.
Offer feedback and recommendations on any process improvements or training material.
Maintain corporate standards and compliance requirements.