Collections Support 2

WEX•Maine, NY

About The Position

Contact past due customers to understand the customer’s circumstances, negotiate payment arrangements, assess risk and provide service. Responsible for analyzing funded credit risk through the general maintenance of existing customers. This position is an autonomous position within the rules and guidelines of the department. The position is expected to evaluate all data available, consider what the customer’s needs are, and choose the appropriate rule or guideline to follow. The individual is also expected to recognize appropriate situations that may warrant an exception to rules or an outside of the box solution and present recommendations to management for consideration. The role has a direct impact on company profits by limiting bad debt losses for the company and increasing revenue by effectively assessing risk and obtaining payment arrangements that allow customers to continue purchasing. The wrong decision can result in significant financial losses to the company.

Requirements

Working knowledge of FDCPA and any other applicable Federal laws
1-2 years of equivalent work experience in a related field (in lieu of a Bachelor’s Degree)
Basic accounting knowledge
Effective oral and written communication skills
Analytical skills
Sound decision making/judgment
Flexible/Adaptable to change
Detail Oriented
Ability to maintain confidentiality of customer and company information
Organized/Time Management ability
Working knowledge of Google Suite
Ability to be productive while maintaining quality
Results Oriented
Self-motivated
Basic Skip Tracing knowledge
Must pass a successful background investigation
Dependable and ability to work productively in a dynamic, high energy, rapidly changing environment
Competitive, persistent & assertive

Nice To Haves

Bachelor’s Degree preferred
Enthusiasm for automation, AI, and emerging technologies, with a desire to explore their application in business processes

Responsibilities

Communicate effectively, orally and in writing, with customers to negotiate and obtain immediate payment and resolve delinquent account balances.
Engage in on-going education with customers on terms and conditions, alternative payment methods.
Manage and avoid creating conflict when interacting with customers.
Manage multiple portfolios.
Utilize judgment and experience to make decisions that effectively balance risk, quality, productivity, corporate objectives and customer retention.
Manage delinquencies from rolling to the next level.
Apply industry knowledge, departmental policies and procedures, and Fair Debt Collection Practices Act to make appropriate collection decisions.
Demonstrate the ability to apply consistency in work processes.
Utilize multiple systems and collections tools to be able to reach the right party contact.
Appropriately document accounts and follow-up.
Participate in associate education and development through company training programs and pursuit of industry information.
Perform additional duties and participate in special projects as required.
Review account information and ask appropriate questions regarding the customer’s financial situation.
Utilize the account history and other available information sources to assess the customer’s situation, offer solutions, and determine risk.
Establish appropriate payment plans with customers and set appropriate follow-up.
Determine whether to allow or not allow account reactivation.
Determine the necessity of a credit line increase/decrease for a customer.
Offer alternate payment options.
Escalate accounts.
Limit bad debt losses for the company and increase revenue by effectively assessing risk and obtaining payment arrangements that allow customers to continue purchasing.
Provide routine information and support to less experienced staff.