First Party Collections Representative I

• Applying assertive and persuasive communication skills, responds to inbound and automated dialed first party past due accounts.  Quickly builds rapport with customers to discuss delinquent balances, understands payment issues, removes customer payment obstacles, and negotiates payment(s).
• Updates customer contact information and documents conversation outcomes in database. Maintains accurate customer records.
• Processes payments through PCI compliant link.  Verifies and posts payments according to procedures.
• Researches payment issues to corroborate customer’s account issues. 
• Calls locations to discuss account discrepancies, receivables, or late postings and to resolve customer calls for location specific processes. 
• Efficiently handles customer inquiries and issues, ensuring satisfaction
• Manages daily tasks effectively, prioritizing work to meet deadlines and ensuring smooth operations.

Expectations

• Learning to apply knowledge and skills to the business environment.  Works under guidance with work peer reviewed for accuracy, quality, and coaching.  Completes routine work following established procedures and complying with regulations and policies; escalates non-routine issues for assistance.  Exhibits accountability for behaviors.  Ensures compliance with local, state, and federal regulations.
• Takes the initiative to discuss assignments, expectations, priorities and deadlines as well as seek guidance and coaching from manager. Adjusts effectively to work within new work structures, processes, requirements or cultures.  
• Demonstrates a strong focus on meeting the immediate needs of customers.
• Cooperates with team members to meet shared objectives.
• Makes routine decisions following established guidelines to resolve customer issues.
• This is not intended to be an all-inclusive list of the essential functions or duties related to this job

MINIMUM Requirements

Education

• High School Diploma or GED                  

Experience

• Experience in a call center, collections or customer retention environment, Experience with software and maintaining databases preferred

Knowledge, Skills and Abilities

• Technical ability to quickly learn and become proficient with proprietary software
• Multi-tasking skill set to manage multiple conversations via chat, email and voice channels
• Persuasive verbal communication, professional writing, and exceptional listening skills
• Cognitive ability including reasoning, multi-tasking, comprehend ideas, learn quickly, learn from experience, and appropriately apply learning to new situations.
• Process and results oriented, motivated to keep projects moving ahead by identifying obstacles to management
• Must have a positive attitude, a drive to continually advance your understanding of the industry and business, and highly self-motivated
• Professional written and verbal communication skills
• Ability to build professional and trusting business relations
• Proficient MS Office Outlook

Work CONDITIONS

Work Environment

• Work indoors during all seasons and weather conditions
• A blended office and work from home schedule is offered. 
• Comply with Corporate dress code policy

Work Postures

• Continuous periods of time sitting, frequently up to 6 hours
• May climb stairs to access buildings

Physical Demands

• Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage

Work Hours

• Working beyond “standard” hours as the need arises