job title:Collector / Customer Service Representative
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Position Description: We are seeking a Collector to join our team. In this role, you will provide exceptional customer service while performing collections activities on behalf of our clients. Responsibilities will vary based on each client’s needs and may include both customer service and collections support.
As a Collector, you will make outbound collection calls, collect payments, set up payment arrangements, and work with customers to understand and resolve the reasons for account delinquency in a respectful and compliant manner.
Duties & Responsibilities:
Collections Duties
• Make outbound collection calls in accordance with the Fair Debt Collection Practices Act (FDCPA), state laws, and client guidelines
• Address customer inquiries regarding account balances, payment options, and account status
• Collect payments and negotiate payment arrangements that align with company policies and customer financial circumstances
• Identify and document reasons for delinquency and work with customers toward resolution
• Provide required disclosures and notices during collection activities
• Maintain detailed, compliant notes of all collection efforts and payment commitments
• Document all customer interactions thoroughly and accurately in the contract management system
Compliance & Quality Standards
• Adhere to all applicable laws and regulations, including FDCPA, TCPA, and state-specific collection requirements
• Follow company policies, call scripts, and quality assurance standards
• Participate in compliance training, audits, and call monitoring as required
• Maintain professionalism, respect, and ethical conduct in all customer interactions
• Escalate disputes, complaints, or compliance concerns according to established procedures
• Document Client and System policies and procedure
• Other duties as assigned, including projects
Qualifications & Education:
Qualifications:
• Adequate computer skills
• Advanced typing, reading and writing skills
• Proficient with Microsoft O365 tools
• Financial Services experience, a plus
• 1-3 years Customer Service experience
• 3-5 years Collection Experience
• Ability to sit for long periods of time
Education:
High school diploma or equivalent required
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