Customer Collections Specialist

Amur Equipment Finance•Grand Island, NE

About The Position

The Customer Collections Specialist develops customer relationships, identifies the causes of account difficulties, and pursues appropriate actions to resolve delinquency issues. The role manages a large daily volume of inbound and outbound customer communications, negotiates actionable payment arrangements, resolves payment discrepancies, skip traces customers, and assesses the likelihood of equipment recovery when payment cannot be obtained. The specialist works with recovery agents, attorneys, insurance companies, and AmurEF departments to maximize net recoveries while minimizing recovery time. The position requires meeting agreed-upon daily deliverable standards and monthly production objectives set with the Collections Manager. The specialist researches delinquent accounts, contacts customers through email, phone, text, and letters, uses third-party site visits where appropriate, and develops situation-specific plans to resolve delinquency. Solutions may include payment in full, payment plans, or settlements. The role also collects and processes payments, prepares default letters and related documentation, maintains customer payment information, follows up on promises to pay, and records account activity accurately in company systems. The position supports reporting and customer service by maintaining complete account files, preparing routine collection reports, coordinating with internal teams and external parties, and assisting with equipment pickup and other departmental work. The position has no direct supervisory responsibility. Occasional travel is required, mainly to other AmurEF offices and training sessions outside the Grand Island area.

Requirements

High school diploma or GED certificate.
Strong communication, problem-solving, negotiation, and analytical skills.
Self-discipline and the ability to independently identify, prioritize, and complete critical tasks with urgency.
Timely decision-making ability.
Proficiency in MS Office, including Excel, Word, and Access, as well as internet-based solutions and AmurEF platforms such as Lease Plus, Aspire, and SSRS.
Attention to detail and accuracy.
Ability to meet the physical demands of the role, including occasional lifting and/or moving of files or boxes weighing up to 25 pounds.

Nice To Haves

Three to five years of work experience in commercial collections and/or customer service.

Responsibilities

Research, investigate, and understand delinquent customer accounts using credit files, internet research, and company and external resources.
Manage daily inbound and outbound customer communications and perform collections through email, phone calls, text messages, and letters in accordance with industry standards and internal guidelines.
Identify the causes of delinquency and develop appropriate, situation-specific collection plans.
Negotiate actionable customer payment arrangements and resolve delinquencies through payment in full, payment plans, or settlements.
Resolve payment discrepancies with customers and collect and process same-day payments.
Skip trace unresponsive customers and obtain additional contacts.
Use third-party services for site visits to engage customers or report on equipment or business conditions.
Assess the likelihood of equipment recovery when payment cannot be obtained.
Prepare accurate, complete, and timely default letters and follow up with delinquent customers.
Maintain and update customer payment information and follow up on promise-to-pay accounts.
Provide requirements for modifications, restructurings, and settlements; coordinate related documentation and communications with Collections Documentation Specialists.
Document customer and vendor interactions clearly and accurately, maintain complete customer files, and file and scan correspondence in company systems.
Prepare routine reports identifying collection types for PayNet reporting.
Prepare and forward customer insurance claim and engine repair forms and prepare voluntary surrender documentation.
Assist Asset Management with finding and arranging pickup of equipment from defaulted contracts.
Coordinate with Credit, Sales Representatives, Brokers, Vendors, and other personnel to meet recovery objectives.
Take on departmental overflow work as needed.
Meet agreed-upon daily quantity and quality standards and monthly production objectives.
Maintain a positive and professional attitude that supports a collaborative work environment.
Travel occasionally to other AmurEF offices and training sessions outside the Grand Island area.