What are the responsibilities and job description for the Collections Specialist position at Safe Streets?
Job Summary
The Collections specialist is responsible for managing past due customer accounts and securing timely payment while maintaining positive customer relationships. This role plays a key part in protecting company revenue, reducing delinquency, and supporting customer retention within a subscription-based home security environment.
Essential Functions and Responsibilities
The essential functions listed below are representative of the duties required to successfully perform this role. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions.
· Review delinquent accounts and determine appropriate collection strategies
· Contact customers via phone, email and written correspondence to resolve outstanding balances.
· Negotiate payment plans in accordance with company policy.
· Monitor Promises to Pay and follow up accordingly.
· Document all customer interactions accurately in the CRM or billing system.
· Ensure compliance with company policies, state and federal regulations, and consumer protection laws.
Competencies & KPI’s
· Professional and calm under pressure
· Customer-focused mindset
· Critical thinking
· Strong professional communication skills
· Strong ethical standards
· Account Resolution Rate
· Promise to Pay to Resolution rate
· Agent utilization rate
Skills, Physical Demands & Work Environment
- Must be able to lift up to 25 lbs. and sit or stand for periods throughout the workday.
- Work is performed in an office setting
- High call volume and performance-based environment
- Available to accommodate varying schedule needs
- Must be able to speak clearly and professionally on the phone
Licenses, Certifications, & Educational Requirements
- All SafeStreets employees must be at least 18 years of age and pass a criminal background check
Education required GED/HS
Sales, Customer Service and/or Collections experience of at least 1-2 years preferred
Compensation
SafeStreets compensation may include base pay and, for eligible roles, variable compensation or bonuses. Variable and bonus compensation is not guaranteed and is governed by applicable plan terms. All compensation is paid in compliance with federal, state, and local wage laws, including applicable minimum wage and overtime requirements. Variable pay is defined as XXXXX and will be shared in a separate compensation plan.
Employment is contingent upon successful completion of a background check and any additional security clearances or licenses required for the role, including applicable state licensing requirements.
SafeStreets is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected classification under applicable law.
Employment with SafeStreets is at-will, meaning that either the employee or SafeStreets may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law.
I acknowledge that I have received, read, and understand this job description. I understand that this document describes the general nature and level of work required for this position and does not constitute an employment contract, either express or implied. I further understand that my duties, responsibilities, compensation, and work location(s) may change based on business needs and applicable laws, and that I am responsible for performing my job in compliance with all SafeStreets policies and applicable local, state, and federal laws.
California Only: I understand that my compensation and work hours are governed by California wage and hour laws, including minimum wage, overtime, meal and rest periods, timekeeping requirements, and applicable local minimum wage ordinances based on where work is performed. I agree to accurately record all hours worked and understand that off-the-clock work is prohibited.