Collections Specialist

Position Summary

The Collections Specialist is responsible for identifying delinquent accounts, contacting customers to notify them of their delinquent status, initiating appropriate action to recover outstanding balances, and maintaining accurate records of collection efforts. This role requires professionalism, persistence and discretion in working with sensitive customer financial information. This position's focus will be on 30 days and less delinquencies. 

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Maintain regular communication with customers via direct phone contact to collect on delinquent accounts.
• Make informed decisions regarding account status, including repossession when necessary.
• Accurately document collection efforts and outcomes in the company’s leasing system.
• Recommend process improvements to enhance collection strategies and efficiency.
• Record payments on customer accounts, as applicable.
• Coordinate with the Accounting team to investigate and resolve disputed balances, misapplied payments, reversed late charges, direct deposit errors, or overpayments from insurance.
• Identify accounts that require further action and refer them to third-party collection agencies when appropriate.
• Maintain confidentiality and security of all customer records and delinquent account documentation.
• Perform additional duties as assigned.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Associate degree in business or a related field preferred.
• At least three (3) years of credit and collections experience highly preferred.
• Strong verbal and written communication skills.
• Working knowledge of the Fair Debt Collection Practices Act (FDCPA) and relevant federal and state collection regulations.
• High attention to detail with excellent organizational skills.
• Proven ability to handle confidential information with integrity and discretion.
• Professional demeanor with the ability to remain calm and courteous in difficult situations.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and comfort navigating company-specific systems, including leasing software.

Physical Demands and Work Environment

• Prolonged periods of sitting at a desk and working on a computer.
• Standard office environment with minimal physical effort required.
• Occasional need to lift up to 15 pounds.
• Position may require extended hours or flexible scheduling to accommodate business needs.