The Collection Specialist processes payments within the client systems and follow up on outstanding A / R and / or including research and resolution.

This position is responsible for handling all correspondence related to resale orders, contacting title companies, and other facilities as needed to get maximum payment on accounts and to identify issues or changes to achieve client profitability.

Ability to research and resolve accounts appearing on delinquent accounts, collection ledger and open AR reports as directed by management, making appropriate decisions on accounts to be worked to maximize production.

As a member of the Community Archives team, this service position is a fast-paced accounting services role providing financial services to community associations throughout North America.

We follow our 5-Star Service Standards

• Demonstrate Care
• Communicate Effectively
• Exercise Leadership
• Build Relationships
• Own the Solution

Job Duties and Responsibilities

Community Archives typically processes around 300 checks per day, with approximately 50 checks identified as problematic, necessitating additional time for research and correction through phone and email communication.

The Specialist deposits the processed checks from the prior day(s) into the Texas Capital Bank (TCB) account. Each branch has their own designated TCB account.

Problem checks are identified as :

• No Account Number
• Zero Balance
• Overpayment
• Closing Cancelled
• Wrong Order Number
• Wrong Management Company

Duties include but are not limited to :

• Confirm accuracy of information : payments from Settlements and Community Archives distribution & payments in Community Archives and Payment Portal systems
• Manage funds utilizing Remote Data Capture (RDC) machine and report to Corporate Accounting Shared Services Center exceptions as necessary to Operations Supervisor to jurisdiction rules
• Handle incoming / outbound calls in a timely, professional, and very courteous manner
• Conduct professional behavior with both internal and external business associates that reflect positively on company brand and is consistent with company policies and practices
• Display excellent flexibility and effective communication skills and answers questions from clients
• Act upon opportunities to upsell and / or sell additional products to customers
• Answer questions regarding regulatory requirements from the branch / company specific customer care requirements as directed
• Apply common sense understanding all job-related tasks and interactions &follow routine protocols.
• Be able to identify when routines do not apply in a specific situation
• overtime may be required
• Other duties as assigned

Knowledge and Skills

• Billing and accounts receivable experience
• Functions such as coding, charge entry, claims, and payment postings, following up on past due invoices and delinquent accounts, and correcting and resubmitting claims.
• Processing vendor invoices, resolving payment discrepancies
• Software : MS Office (Excel), QuickBooks, Adobe Acrobat
• Superior verbal and telephone communication skills
• Computer literate in a Windows environment
• Working knowledge of Office 365 products
• Typing 35-40 words per minute with 85% accuracy
• Strong interpersonal skills with the ability to use tact and diplomacy
• Must be able to work as a team player in a fast-paced environment with heavy contact volume and multi-level distractions
• Knowledge of escrow, title and / or real estate transaction is a plus
• Knowledge of accounting principles, practices, and procedures (US GAAP) is a plus
• Knowledge of conflict resolution techniques at a proficient level
• Professional communication skills (phone, interpersonal, written, verbal, etc.)
• Self-motivated, proactive, detail oriented and a team player
• Time management and time critical prioritization skills

Education and Experience

• School Diploma or GED Required
• 5 years of directly related or closely related experience

Contact Center Expectations

• Center closers are expected to stay until the last call has been answered and the queue is clear
• have reliable transportation
• to have a personal laptop or desktop, a cell phone with unlimited data / Wi-Fi (in the event you must work from home)

Last updated : 2024-04-23