What are the responsibilities and job description for the Collections Specialist position at Fleet Financial?
Job Summary:
The Collections Associate is a hands-on, performance-driven, customer-focused role responsible for managing delinquent owner-operator semi-truck accounts. This position oversees all collection efforts, ensures accurate account documentation, and enforces company and legal collection policies to maximize recoveries while maintaining excellent customer service.
Key Responsibilities
• Customer Contact: Manage inbound/outbound calls, texts, and emails to follow up on past-due accounts.
• Payment Negotiation: Resolve customer delinquency issues by developing, suggesting, and implementing payment plans to secure debt repayment.
• Account Maintenance: Update account statuses, document all actions, and maintain accurate records.
• Dispute Resolution: Investigate payment discrepancies and resolve customer billing complaints.
• Reporting: Monitor aging reports (1–120 days overdue) and prepare progress reports for management.
• Compliance: Ensure all collections activities comply with legal regulations and company policies.
Required Education, Skills & Abilities
• 3 years of experience in collections, preferably in the subprime consumer industry
• Experience working in a fast-paced environment
• Strong communication, negotiation, and problem-solving skills
• Ability to interact with customers professionally, tactfully, and empathetically
• Highly detail-oriented and organized
• Strong analytical, interpersonal, and written communication skills
• Proficiency with software, CRM systems, and Microsoft Office
• Innovative thinker with the ability to resolve complex issues
• Flexibility to work varied schedules
• Bilingual (English/Spanish) preferred
• Degree preferred but not required
• Valid driver’s license