Customer Collections Specialist

Amur Equipment Finance Inc•Grand Island, NE

10d

About The Position

The Customer Collections Specialist develops customer relationships, identifies causes of account difficulties, and pursues appropriate actions to resolve delinquency issues. The role manages a high 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 other AmurEF departments to maximize net recoveries while minimizing recovery time. The position is expected to meet agreed-upon daily quantity and quality standards, such as call counts, individual customer contacts, and error-free correspondence, and to exceed monthly production objectives set with the Collections Manager. Responsibilities also include collecting and processing payments, documenting account activity, preparing reports, coordinating with internal and external partners, and assisting with equipment recovery and other departmental work as needed.

Requirements

High school diploma or GED certificate.
Self-disciplined, able to identify, prioritize, and complete critical tasks independently, creatively, and with urgency.
Strong communication, problem-solving, negotiation, and analytical skills.
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.

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 other company and external resources.
Conduct collections using email, phone calls, text messages, letters, and other methods in accordance with industry standards and AmurEF guidelines.
Skip trace unresponsive customers to obtain additional contact information.
Use third-party services for site visits to contact customers or assess the condition of equipment or a business.
Identify the factors causing delinquency and implement appropriate collection solutions.
Develop situation-specific action plans to address special delinquency situations.
Resolve delinquencies through payment in full, payment plan arrangements, or settlements, including amounts due under the contract.
Prepare accurate, complete, and timely default letters and follow up with delinquent customers.
Collect and process same-day customer payments and maintain customer payment information.
Follow up on promises to pay to support positive resolutions and customer satisfaction.
Provide requirements for modifications, restructurings, and settlements, and coordinate with Collections Documentation Specialists on approvals, denials, or requests for additional information.
Document, file, and scan customer correspondence in AmurEF file management systems.
Document customer and vendor interactions clearly and accurately to support reporting and account hand-offs.
Ensure customer information is complete and correct in AmurEF files.
Prepare routine reports identifying collection types for PayNet reporting, such as repossession, collections, or legal.
Maintain a positive and professional attitude that supports a collaborative work environment.
Prepare and forward insurance claim and engine repair forms to customers, and prepare voluntary surrender documentation.
Assist the Asset Management Department in locating and arranging pickup of equipment from defaulted contracts.
Handle departmental overflow work as needed.
Coordinate with Credit, Sales Representatives, Brokers, Vendors, and other personnel to meet recovery objectives.
Meet agreed-upon daily production and quality standards and monthly production objectives.
Travel occasionally to other AmurEF offices and training sessions outside the Grand Island area.