Collector-Customer Account Specialist

Elizabeth River Crossings OpCo • Portsmouth, VA

8d • Hybrid

About The Position

Responsible for performing collection activities associated with various delinquent accounts. Reviews delinquent accounts, determines probable reasons for account status, and contacts clients to resolve the delinquencies. Utilizes various techniques, as circumstances indicate, to promptly collect on delinquent accounts. Ensures the Company's professional image is maintained.

Requirements

• High school graduate or equivalent.
• Knowledge of collection procedures and related laws and regulations.
• Understanding of Company policies.
• Familiar with default and enforcement clauses.
• Basic understanding of the U.S. Bankruptcy Code.
• Understanding of Small Claims Court system.
• A minimum of 1 year related experience and/or equivalent combination of experience and/or education.
• Accuracy and thoroughness in work.
• Excellent communication, telephone, and public relations skills.
• Ability to work well independently.
• Ability to work well in stressful situations.
• Ability to operate related computer applications and other business equipment including calculator, copy machine, printer, credit bureau terminal, telephone, fax.

Responsibilities

• Receives delinquency reports from the computer system and verifies the status of the accounts.
• Follows up on delinquent accounts by telephone, personal contact, and correspondence to secure a satisfactory resolution to the repayment problem.
• Discusses possible financial arrangements, informs clients of potential legal actions, and suggests financial counseling to arrive at suitable payment arrangements.
• Continues to collect until the account becomes a write-off, bankruptcy, or attorney account.
• Makes early contact with clients to collect and keep them informed of account status.
• Utilizes effective human relations skills and various forms of persuasion to present a positive Company image in an already negative situation.
• Calms irate clients and answers questions and complaints relevant to Department functions.
• Determines reasons for delinquencies and works toward permanent solutions.
• Minimizes losses by early actions.
• Utilizes further appropriate collection methods if initial attempts do not secure required payment.
• Recommends extensions of due dates.
• Suggests consolidations and financial counseling.
• Posts approved extensions and notifies clients of new due date by mail.
• Recommends and completes small claims court complaints and post judgment actions including garnishments and supplemental orders.
• Follows relevant procedures for certain situations such as bankruptcy, legal action, or death.
• Recommends possible charge-offs.
• Performs collections efforts in accordance with Company policies and procedures and ensures they are legally compliant.
• Utilizes various means/systems to locate valid contact details for delinquent accounts.
• Keeps accurate and up-to-date activity reports on late, potentially late, and delinquent accounts.
• Documents all collection actions taken, including telephone conversations, alternative financial arrangements, and correspondence on computer.
• Researches accounts that appear on late and potentially late records to ensure that Company errors are detected promptly.
• Provides clients the opportunity to fully explain their account status.
• Responsible for taking payment and accountable for all financial transactions.
• Maintains the Company's professional reputation throughout collections operations and in all contacts with clients.
• Maintains confidentiality.
• Develops contacts with credit bureaus and other financial institutions.
• Uses shared information to effectively minimize Company losses.
• Assists area personnel as needed.
• Keeps management informed of activities, progress toward established objectives, and of any significant problems.
• Attends and participates in meetings as required.
• Stays informed of changes in collections policies, procedures, and related legal requirements.
• Ensures work area is clean, secure, and well maintained.
• May be asked to assist with legal process such as preparation of accounts, documentation, or settlements.

Benefits

• Covers the commuting cost of tolls at the Elizabeth River Tunnels for our employees.

What This Job Offers

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