Recovery Agent
About the Team/Role
Communicates in a clear, concise manner, orally and in writing, with customers to influence and negotiate to obtain immediate payment and resolve delinquent account balances. Manages & deescalates conflict when speaking to a customer. Ability to manage up to and including later stage delinquent and complex account situations, utilizing professional knowledge and experience to determine appropriate approaches to achieve resolution. Manages delinquencies from rolling to the next level.
Applies industry knowledge, departmental policies and procedures, and Fair Debt Collection Practices Act to make appropriate collection decisions. Demonstrates the ability to apply consistency in work processes. Proficient use of multiple systems. Executes & exhausts all skip tracing resources to reach a decision maker. Appropriately applies all collection tools & payment options to resolve delinquency and minimize bad debt. Appropriate documentation of accounts and follow-up.
Self motivated, dependable and able to work productively in a dynamic, high energy, rapidly changing environment. Competitive, persistent & assertive. Engages in peer collaboration as it relates to sharing/ implementing collection best practices. Ability to work with minimal supervision. Participates in special projects and performs additional duties as required.
How you'll make an impact
Inbound/ Outbound Collection calls
Work emails in a shared group inbox
Communicate effectively, orally and in writing, with customers to negotiate and obtain immediate payment and resolve delinquent account balances.
Engage in on-going education with customers on terms and conditions and alternative payment methods.
Ability to manage multiple portfolios and risk levels.
Utilize judgment and experience to make decisions that effectively balance risk, quality, productivity, corporate objectives and customer retention.
Apply industry knowledge, departmental policies and procedures, and Fair Debt Collection Practices Act to make appropriate collection decisions.
Proficient use of multiple systems and collections tools to be able to reach a decision maker in the collections process.
Self-motivated, dependable and able to work productively in a dynamic, high energy, rapidly changing environment.
Perform skip tracing on required accounts using multiple systems/tools
Perform additional duties and participate in special projects as required.
Experience you'll bring
Must pass a successful background investigation
High School Diploma with 1-2 years of experience in a related field
At least one year of transportation industry customer support experience.
Basic accounting and Skip Tracing knowledge
Analytical skills
Sound decision making/judgment
Ability to maintain confidentiality of customer and company information
Organized/Time Management ability
Ability to be productive while maintaining quality
Results-Oriented
Self-motivated
Effective oral and written communication skills
Working knowledge of Google Sheets
Preferred Qualifications
Working knowledge of FDCPA and any other applicable Federal laws
Basic accounting knowledge
Analytical skills
Sound decision making/judgment
Flexible/Adaptable to change
Detail Oriented
Proficient computer skills including Office and/or Google suite products. Familiarity with AI and an eagerness to learn more.