Lead Collector

SSD Alarm•Fullerton, CA

1d•$29 - $32•Onsite

About The Position

With over 50 years in the industry, SSD Alarm has grown to become one of the largest and most respected providers of integrated security and fire solutions in the U.S. We own and operate our own UL Central Station and have built a strong reputation in the industry for technical expertise and service. Our company continues to grow by focusing on customer service excellence and leading in technology. We seek top talent in the Security Industry. We are seeking experienced Burglar and Fire Alarm Technicians to join our team in Northern Texas. The ideal candidates are interested in career growth, detailed and have a passion for the security systems industry. SSD invests in employees’ personal and professional growth by providing on-going training opportunities to stay ahead of the competition. We value hard work and dedication and believe in fostering growth through internal development and promotion where applicable. The Lead Collector is expected to: · Be highly organized, productive, and capable of multitasking while maintaining an efficient work environment · Demonstrate punctuality, integrity, and accountability · Exhibit strong critical thinking and problem-solving skills · Communicate clearly and professionally, both verbally and in writing, across all levels of the organization and with clients · Demonstrate flexibility, adaptability, and a willingness to accept constructive feedback · Possess interpersonal skills, professionalism, and a positive, client-focused attitude · Lead by example and foster a collaborative, respectful workplace culture

Requirements

High School Diploma; relevant certifications or diplomas desired
Minimum three years of customer service or collections, preferably in a regulated or alarm/security industry
Ability to exercise discretion and independent judgment in performing role
Proven ability to de-escalate complaints and manage difficult or sensitive client interactions
Strong organizational, documentation, and time-management skills
Ability to perform effectively in a metrics-driven environment and manage performance against established KPIs
Proficiency with CRM platforms and queues, and standard office tools
Typing and 10-key proficiency; proficient in Math and English
Valid Driver’s License with an acceptable driving record; ability to pass criminal background check, drug screening, and any required bonding/government clearance

Responsibilities

Lead collection efforts on past-due and complex accounts to secure payment and reduce delinquency
Proactively contact and pursue payment on inactive, canceled, or non-active accounts to recover outstanding balances and minimize bad debt exposure
Process credit card and other electronic payments accurately and in accordance with company policy
Communicate and document credit decisions for accounts on credit hold, including approvals and denials
Resolve invoice disputes, billing discrepancies, unapplied cash, and short payments through detailed account research
Reconcile customer payments against outstanding balances and credits to ensure account accuracy
Address declined transactions, NSF items, and returned ACH payments promptly to prevent further delinquency
Monitor and respond to collection-related emails, credit holds, and payment inquiries in a timely manner
Submit credit memo requests and supporting documentation to facilitate account resolution and proper posting
Assist customers with Auto Pay enrollment and emailed invoice setup to improve payment consistency
Maintain detailed, accurate documentation of all collection activity and payment arrangements in the CRM system
Serve as a resource for best practices, process questions, and complex account scenarios
Ensure strict adherence to company policies, internal controls, and all applicable collection laws and regulations
Meet or exceed daily and monthly collection, accuracy, and timeliness targets
Perform other job-related duties and responsibilities as assigned by management to support departmental and organizational needs