Collections Specialist, VE Collections

A Collections Specialist builds professional rapport and provides excellent customer service to all inquiries such as escalated account negotiations, payment plans, the administrative hearing process, EZ TAG fulfillment, and EZ TAG account maintenance. Must maintain Payment Card Industry (PCI) compliance as it relates to collecting and processing payments. This position is required to meet defined quantitative and qualitative performance targets to maintain operational standards. The Specialist increases and maintains expert knowledge of Harris County Toll Road Authority (HCTRA) products and services. Provides assistance to multiple third party collection agencies, including the County Attorney's Office (CAO).

Duties and Responsibilities:

• Using available resources along with defined Collections and EZ TAG research procedures, establishes a professional, friendly rapport with customers by responding timely and accurately to all inquiries with regards to violation collection notices, disputes, de-escalations, scheduled or missed hearings, block registrations, payment plans, negotiations, CAO settlements, tag fulfillment, and EZ TAG account maintenance.
• Performs duties related to the administrative hearing process to include creating, preparing, and maintaining pre/post dockets while providing assistance to the HCAO.
• Maintains PCI compliance as it relates to collecting and processing payments with credit card and/or banking information.
• Meets daily qualitative and quantitative targets to maintain operational standards.
• Reconciles payments, toll tags, and prepares end-of-day reports as specified per section.
• Builds expert and dynamic knowledge of HCTRA products and services; keeps abreast of all procedural and product updates and implementing as directed.

Other Duties:
This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time.Education and Experience:

• High School diploma or G.E.D. equivalent from an accredited institution.
• Minimum two (2) years of experience in customer service/relations and or call-center environment.

Knowledge, Skills, and Abilities:

• Ability to speak clearly, correctly and listen effectively.
• Knowledge of basic math.
• Working knowledge of personal computers and related software; Microsoft Office including word processing, spreadsheets, and databases.
• Must possess keyboarding skills of 30 wpm and 10-key touch.
• Strong customer service skills with expertise in de-escalations and negotiations.
• Ability to work in a team environment and be open to change.
• Ability to maintain confidentiality. 
• Knowledge of state statute and requirements for toll violation and collection processes.

Physical Demands:
The position mostly requires sitting in an office environment, occasionally some standing, and light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.

NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application. You must also attach a resume to the application as supporting document but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications. Position Type and Typical Hours Work:

• This is a full time position. 
• Days of work and hours may vary based on business needs of the department and shift to include days, evenings, nights, and weekends.

Work Environment:
Locations are physically comfortable within an office environment, individual has discretion to sit, stand, etc. Travel to and from different worksites may be required. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Reporting Relations:
Reports To Position: Collections Lead, Collections Supervisor