JOB SUMMARY
The Account Resolution Representative acts as a critical liaison between the company and its customers to collect debts and resolve outstanding balances.
Responsibilities include but is not limited to developing payment plans, locating debtors, and researching in order to begin the recovery process, and negotiating debt payments.
ESSENTIAL DUTIES AND RESPONSIBILITIES
To perform this job successfully, an individual must be able to successfully perform the essential functions of the position, with or without accommodation. To request an accommodation, please contact Human Resources at
[email protected] or call 300-7746.
- Determine, review with ARG Supervisor, and execute debt collection strategies and plans daily by reviewing and monitoring delinquent accounts to determine priorities for contact.
- Collaborate on debt collection efforts with Account Resolutions Management team.
- Contact debtors using communication tools to negotiate and secure debt recovery commitments while adhering to the Fair Debt Collection Practices Act (FDCPA).
- Search publicly available databases to track down debtors and/or defaulters, including Credit Bureau information, background checks, and loan documents (Equifax DTEC and/or skip tracing).
- Conduct research, analysis, and follow up outreach on delinquent accounts and payment deficiencies.
- Conduct vehicle inspections and field collection as needed to follow up on failed promissory debts and/or to locate debtors.
- Prepare and disseminate requests for payment, final demand notices, and other written correspondence for assigned accounts.
- Document results of account resolution efforts within Collection Software System for assigned accounts daily.
- Responsible for inquiring about debtor information to maintain updated records and providing account resolution options, programs, and information to assist with recovering debt.
- Assist with customer inquiries, both by phone, electronic communication, and/or in-person.
- Responsible for meeting both individual, department and organizational production goals.
- Provide support to team as needed.
QUALIFICATIONS
EDUCATION AND EXPERIENCE
- High School graduate or GED equivalent.
- A minimum of 1 year of experience within a collection or account resolution position.
- Knowledge Fair Debt Collection Practices and other local or federal consumer protection regulations.
REQUIRED SKILLS AND ABILITIES
- Must be highly proficient with office applications such as Microsoft Excel, Word and PowerPoint.
- Must have experience with and the ability to navigate consumer software applications such as but not limited to AS400, CARMPro, Salesforce or other similar enterprise software.
- Must be able to articulate professionally both verbally and in writing.
- Must have the ability to and experience with deescalating counter-productive customer situations.
REQUIRED COMPETENCIES
- Articulate
- Empathy
- Negotiation
- Active Listening
- Analytical
- Communication
- Customer Focus
- Decision Making
- Critical Thinking
- Solution Focus
- Collaborative
- Detail Oriented
- Team Player
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand and walk. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds without assistance. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed noise level in the work environment that is usually moderate.
