Collections Analyst

Job Summary

Under general supervision of the Operations Manager, this position is responsible for collecting and reconciling overpaid benefits on retirement accounts, optimizing the Agency’s collection portfolios.

Minimum Qualifications & Education

• Bachelor’s degree from (4) year accredited college/university and/ or five years of experience working within a financial related position or experience working with a defined benefit plan.

• 2-4 years of experience in collections, including a proven track record of negotiating payments, handling disputed charges, and managing complex accounts.

• Ability to work independently to accomplish goals and objectives.

• Intermediate skills using Word and Excel

Preferred Additional qualifications

• Excellent professional verbal communication skills, with an ability to keep calm under pressure and a diplomatic but firm manner.

• High degree of flexibility with the ability to thrive under pressure and adhere to constant change and challenging deadlines.

• Strong analytical and problem-solving skills.

Additional Eligibility & Qualifications (certificates, Special equipment)

None

Essential Duties & Responsibilities

• Review assigned member accounts to determine and verify overpayment amounts, source, and responsible parties.

• Analyze complex overpayment issues, develop solutions, and create plans of action to resolve delinquencies in a timely and effective manner.

• Contact responsible parties for negotiation of repayment terms and send contractual repayment agreements as required.

• Investigate disputes and provide resolution and/or additional information as requested.

• Record all collection calls, status of collection efforts and archive all related documentation to member accounts.

• Send payment acknowledgement letters, outlining payment(s) received, outstanding balances and subsequent due dates.

• Maintain Master collection database, ensuring all data is accurate and payments/balances are up to date; Monitor and manage all database activities and corresponding reports; Reconcile Master collection database by updating financial adjustments on a monthly basis.

• Provide follow-up on reclamation requests to financial institutions and resubmit as required.

• Coordinate with the Accounting Department to ensure cash receipts are accurately posted; Update Accounting reversal report as required; Identify and research any discrepancies.

• Conduct face-to-face consultations, both scheduled and walk-in regarding overpayments.

• Summarize and prepare legal packages for civil litigation and /or criminal prosecution.

• Performs other duties as assigned.

KSA’s (Knowledge, Skills, and Abilities)

• Knowledge of related state and federal laws, regulations, and policies.

• Knowledge and abilities in negotiation, mediation, and conflict resolution methods

• Skill in the operation of a personal computer and other office equipment.

• Skill in organizing and planning work.

• Skill in oral and written communication.

• Ability to make sound decisions, effectively and promptly.

• Ability to multi-task and meet all required deadlines.

• Ability to exercise judgment in interpreting and applying applicable state and federal laws, Board of Trustees policies, guidelines, and office procedures.

• Ability to have good interpersonal skills while interacting with difficult customers.

• Ability to handle difficult and stressful situations with professional composure.

• Ability to build and maintain effective working relationships with all levels of management and staff.

• Skill in the operation of a personal computer and other office equipment.

• Ability to handle difficult and stressful situations with professional composure.

Core Competencies

• Teamwork

• Customer Service

• Accountability

• Communication

• Judgment and Decision Making

Work Environment

The work is typically performed in an office environment.

Physical demands of the job

The physical demand of the work job is sedentary work which involves exerting up to 10 pounds of force occasionally or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.

While performing the duties of this job, the employee will also regularly be required to talk, hear, and use hands and fingers to operate a computer and telephone keyboard reach, specific vision abilities required by this job include close vision requirements due to computer work.