Key Facts

Remote From:

Freelance

Expert & Leadership (>10 years)

English

Hard Skills

Regulatory Compliance Payment Plan Agreements Account Management Outbound Calls Computer Security Data Security Escalation Management Account Management Account Closures Compliance Management +6 more

Other Skills

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Record Keeping
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Information Gathering
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Professionalism
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Communication
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Time Management
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Customer Service
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Detail Oriented
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Punctuality

Roles & Responsibilities

Experience in account resolution or consumer debt collection, including negotiating repayment arrangements.
Strong verbal and written communication skills; ability to document interactions accurately.
Proficiency in account research and locating individuals using approved tools; familiarity with privacy regulations.
Knowledge of federal and state regulations governing account resolution; ability to comply with data security, privacy requirements, and pass background/financial suitability checks.

Requirements:

Communicate with individuals about outstanding balances via telephone and written correspondence; negotiate compliant repayment arrangements and document all communications.
Utilize approved tools to locate individuals when contact information is outdated; obtain location information while adhering to privacy regulations; maintain productivity targets and document unlocatable accounts.
Manage assigned account inventory in accordance with client standards and applicable laws; maintain clear, accurate documentation and adhere to privacy requirements.
Complete onboarding and ongoing compliance training; stay current on federal and state regulations; participate in trainings and apply updates to daily work.

ADC Management Solutions

About ADC Management Solutions

ADC Management Solutions (ADC), formerly Aspen of DC, is a woman and minority-owned consulting firm that provides national leadership advisory and on-demand talent solutions for government agencies, non-profit organizations, and Fortune 500 companies. We collaborate with leaders and teams to design effective organizational structures, define roles and responsibilities, identify top talent, and oversee projects from vision to fruition. Our expertise in hiring and retaining qualified professionals helps partners build their workforce and advance their careers. Founded in 2003 and based in Washington, DC, the company provides innovative solutions to government and commercial clients nationally. We are HubZone and EDWOSB (Economically Disadvantaged Woman-Owned Small Business) certified. ADC Management Solutions has considerable experience working with clients to meet legislatively mandated labor requirements, as well as providing mission support for programs of national importance. Under the leadership of President & CEO Brandy Butler, CSP, our company has been engaged by more than 13 Federal government agencies, more than 10 District of Columbia and other local Government agencies, and a host of commercial clients. For the past decade, we have demonstrated our ability to absorb new projects while maintaining quality, efficiency and cost effectiveness. ADC Management Solutions has been designated by SmartCEO as a Best-Run Company and has been ranked four times on the Inc. 5000 List of the Fastest Growing Companies in America.

Founded: 2018

Company size: 51 - 200

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Job description

Position Summary

The Temporary Remote Account Resolution Specialist is responsible for performing account resolution activities on behalf of a government client. This role focuses on contacting individuals regarding outstanding obligations, reviewing account information, and assisting with repayment solutions in accordance with federal, state, and client regulations.

This is a temporary, fully remote contract position. All equipment required to perform job duties will be provided. Due to the nature of the government contract, strict compliance, background, and financial suitability standards apply.

Work Schedule:
Monday through Friday, 8:00 AM – 5:00 PM Eastern Standard Time (EST). Candidates must be available and working during these hours.

Essential Responsibilities

1. Account Resolution & Customer Communication (40%)

Communicate with individuals regarding outstanding account balances via telephone and written correspondence.
Achieve assigned performance goals (fee recovery, payment arrangements, liquidation, and related metrics as defined by the line of business).
Make required outbound and inbound calls daily as determined by management.
Review and update demographic and financial information during each contact.
Negotiate appropriate and compliant repayment arrangements.
Accurately document all communications in accordance with company and client standards.
Refer accounts for additional administrative processes when applicable and in compliance with client requirements.

2. Account Research & Location Services (30%)

Utilize approved tools and systems to locate individuals when contact information is outdated or incomplete.
Communicate professionally with third parties to obtain location information while adhering to privacy regulations.
Maintain productivity targets related to research and account location.
Properly document accounts deemed unlocatable or exhausted.

3. Account Management & Compliance (20%)

Manage assigned account inventory in accordance with client standards and applicable federal and state regulations.
Maintain clear, concise, and accurate documentation of all activity.
Work within all applicable laws and regulations governing account resolution activities, including consumer protection and privacy requirements.
Adhere to company policies and government client compliance standards at all times.

4. Training & Continuous Development (5%)

Complete all required onboarding and compliance training prior to system access.
Maintain current knowledge of federal and state regulations governing account resolution activities.
Complete annual cybersecurity, privacy, and safeguarding training as required under the government contract.
Participate in scheduled training sessions and implement updates immediately into daily work.

5. Additional Duties (5%)

Perform other duties as assigned by management.
Maintain responsiveness to supervisory and client inquiries.

Work Environment & Remote Requirements

This is a fully remote position. All equipment will be provided by the company.

Candidates must:

Have high-speed, reliable internet service.
Maintain a strong, stable phone connection.
Work from a separate, private room free from distractions.
Ensure a quiet environment suitable for professional telephone communication.
Be available and actively working during scheduled hours of 8:00 AM – 5:00 PM EST.
Adhere to all data security and privacy requirements associated with servicing a government client.