Contact Center Collection Agent

TROMBERG MILLER MORRIS & PARTNERS PLLC•Boca Raton, FL

16h•$19 - $21

About The Position

Tromberg, Miller, Morris and Partners, PLLC., a fast-growing law firm, is seeking a dedicated and results-oriented Contact Center Collection Agent. The role supports debt collection efforts for clients while adhering to the Fair Debt Collection Practices Act (FDCPA) and other applicable collection laws. The agent makes and receives calls to collect debts, negotiates payment arrangements, and maintains accurate records of interactions. The position offers hourly compensation with monthly bonus potential and the opportunity for future career advancement based on performance and proven accomplishments. The agent provides education and service to customers to help minimize the need for legal action, communicates debt status and payment options, and works with team members and departments to coordinate collection efforts and resolve complex cases. The role requires a professional, empathetic approach and thorough documentation of customer interactions.

Requirements

Strong communication and negotiation skills.
Ability to handle multiple tasks and prioritize effectively.
Knowledge of the FDCPA and other relevant collection laws.
Experience in a fast-paced work environment.
Professional demeanor with a focus on customer service and empathy.
Proficiency in documenting and updating system records.
Ability to collaborate and coordinate with team members and departments.
Ability to handle sensitive and difficult conversations professionally.
Excellent organizational and time-management skills.
Proficiency in contact center software and Microsoft Office Suite.

Nice To Haves

Previous collections experience preferred; proven experience in a collection role is preferred, particularly in a law firm or financial services environment.
Familiarity with the FDCPA and other collection regulations is highly desirable.
JST experience is a plus.

Responsibilities

Make outbound calls and take inbound calls to collect on delinquent or charged-off accounts.
Educate and assist customers to minimize the need for legal action.
Negotiate payment terms and methods with customers while reducing delays and barriers to payment.
Prioritize accounts and identify collection opportunities.
Follow the FDCPA and applicable federal and state collection laws, ensuring communications and actions meet legal and ethical standards.
Maintain a professional and empathetic demeanor when responding to debtor inquiries and concerns, and provide accurate information about debt status and payment options.
Document interactions, including payment agreements, promises to pay, disputes, and other issues; update system records thoroughly.
Coordinate collection efforts and resolve complex cases with team members and departments, escalating issues to supervisors or legal staff as needed.
Meet or exceed individual and team collection goals and performance metrics.
Participate in ongoing training and development.