Collections Coordinator

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!

We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is now longer a luxury, but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities.

If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you!

Job Summary

Under general supervision in a customer service multi product environment maximizes the external and internal customer experience by providing knowledge and support of moderate complexity in all areas of Collections including but not limited to: Phone Collection, Field Collections, Mobile / Fixed Fraud, and CVT. Responsibilities include responding to customers via various communications channels such as phone, chats, email, inbound and outbound calls. In addition to these responsibilities the representative will have specified duties related to pre-collections activities and resolution. The hours for this position will be Tuesday through Friday, 11:30am - 8:00pm EST and Saturday 9:30am-5:00pm EST.

Responsibilities

• Serve as the point of public contact for customers.
• Contact customers (internal and external) through inbound and outbound telephone calls from a dialer, to collect any and all debt prior to and throughout the life cycle of the accounts.
• Maintain a thorough knowledge and understanding of the operations, policies and procedures to assist customers, collect outstanding debt and resolve problems.
• Work with complex customers to drive improved collection efforts and cash flow.
• Contact customers and resolve delinquent accounts within established business rules.
• Maintain accurate customer contact history by accurately documenting accounts with updated information and detailed account contact notes.
• Perform Deep Dive Analysis/Reconciliations to resolve customer issues as needed.
• Responsible for participating in the timely completion of all special projects in conjunction with Collections Management .
• Ability to collaborate with cross-functional teams and communicate information effectively.
• Participates in special projects and performs other duties as assigned.
• Performs evaluation and communication of moderate complexity in all aspects of IDA and relevant customer billing systems. Explains customers monthly billing statement including charges, prorates, credits, install fees, late fees, transfer balances, non-sufficient funds fees, pay per view restrictions, and equipment charges.Maintains and updates customer databases where appropriate.
• Responsible for performing all administrative tasks through use of appropriate company documentation, ensuring it is completed in a thorough and accurate manner.
• Work closely with cash management team to resolve post-cash application discrepancies and timely application of customer payments.
• Consistently meet established productivity, schedule adherence, and quality standards.
• Make positive suggestions on improving and streamlining workflow processes and enhancing profitability.
• Provide and assist with training of other team members.
• Assist leadership in all day-to-day operations or projects as necessary.
• Work offline projects related to residential and business fixed/mobile collections as needed .
  
  

Qualifications

• High School Diploma or equivalent required; BA/BS or relevant work experience preferred. Minimum of 3 years of collections, cable, customer service, or related experience required.
• Strong knowledge of collections, billing systems, order processing, and company policies and procedures. Proficiency with Microsoft Word, Excel, Teams, and general computer applications required; experience with Cabledata, IDA, KDB, Marquee, credit bureau sites, financial institution websites, and Access databases preferred.
• Must demonstrate strong leadership, judgment, communication, organization, time management, problem-solving, conflict resolution, and analytical skills. Ability to manage multiple tasks in a fast-paced environment while providing timely, professional, and empathetic customer service.
• Must be self-motivated, approachable, dependable, and able to work flexible hours, including evenings, weekends, and overtime as needed. Ability to sit for extended periods required.
  
  

At Optimum, every action and interaction we take part in, is driven by our three Guiding Principles: Do What’s Right, Drive One Optimum, and Make It Happen. These aren’t just words, they help us build trust, create real community, and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors when we see them. It’s all part of the bigger picture of “Be The Difference” where each employee knows they have the power to enact real change, share new ideas, and understand that learning never stop.

If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team. Together, we'll shape the future of connectivity.

All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company’s discretion based on business necessity.

We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.

Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $39,479.00 - $64,858.00 / year. The rate/range provided herein is the anticipated pay at the time of hire and does not reflect future job opportunity.