Position Summary:
The Collections Specialist is a full-time, in-office position responsible for ensuring the timely recovery of outstanding debts while maintaining positive member relationships. This role supports and guides front-line Collectors, reviews account activity, and manages escalated collection efforts to meet organizational goals.
Key Responsibilities:
Review Collectors’ performance through monitoring of collection notes, case load follow-up, call reviews, and periodic evaluations.
Authorize advanced collection actions that exceed the standard limits of front-line Collectors.
Personally contact members on accounts where previous collection attempts were unsuccessful.
Recommend charge-offs of unsecured accounts deemed uncollectible in accordance with company policy.
Uphold the confidentiality and integrity of all member accounts and internal communications.
Skills and Qualifications:
Strong written and verbal communication skills with the ability to problem-solve and interact effectively with a wide range of individuals.
Demonstrated mentoring and coaching abilities with a commitment to delivering high-quality service.
Ability to perform in a fast-paced, evolving environment with a strong desire to assist customers.
Proficient in interpreting auditory and visual information (e.g., calls, meetings, reports, and computer displays).
Minimum of 2 years’ experience in collections, credit investigation, credit decision-making, or direct customer service.
Education:
