Contact Center Collections Professional

Job Title

Contact Center Collections Specialist

About the Role

We are seeking a highly skilled Contact Center Collections Specialist to join our dynamic team. In this role, you will be responsible for contacting customers with overdue accounts, negotiating payment arrangements, and maintaining accurate records all while delivering exceptional customer service.

Duties and Responsibilities

• Making outbound calls to customers regarding overdue payments and account status.
• Negotiating payment plans and settlements in line with company policies and customer circumstances.
• Updating customer accounts and documenting all collection activities accurately in the system.
• FOLLOWING up on broken promises and maintaining consistent contact with debtors.
• Handling disputes professionally and escalating complex cases to the appropriate department.
• Ensuring full compliance with regulatory standards and maintaining confidentiality of customer information.
• Meeting or exceeding daily and monthly collection targets and call quality standards.

Qualifications and Requirements

• Must be 18 years or older
• High school diploma or equivalent required; further education is a plus
• 1-2 years of experience in collections or a similar contact center role
• Strong negotiation and conflict resolution skills
• Ability to remain calm and professional under pressure
• Familiarity with debt collection laws and practices
• Fluency in English required; Spanish fluency is a strong advantage

Benefits and Compensation

At our company, we offer competitive compensation and benefits packages designed to support and reward our team members. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and grow with you over time.

Work Environment and ADA

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of our company and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

Equal Opportunity and Diversity

All aspects of employment at our company are based solely on a person's merit and qualifications. We maintain a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling our commitment to a diverse and equal opportunity work environment. We will not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. We will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. We will not tolerate discrimination or harassment based on any of these characteristics.

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