• Assess and evaluate delinquent accounts to determine the most effective resolution strategies.

• Reach out to clients through phone and email to discuss their accounts and offer repayment solutions along with long-term objectives.

• Negotiate repayment options with clients in a professional and compassionate manner.

• Accurately and promptly document all interactions and agreements with clients in the company’s system.

• Perform skip tracing activities to find difficult-to-contact or unresponsive customers utilizing various investigative tools and techniques.

• Monitor accounts to ensure adherence to established payment plans.

• Work collaboratively with internal departments, including Customer Service and Special Handling, to address complex account issues.

• Keep abreast of company policies, procedures, and regulatory requirements concerning account resolution.

• Deliver exceptional customer service and support to clients throughout the resolution process.

• Identify and escalate unresolved issues to the Operations Manager as needed.

• Engage in team meetings and training sessions to stay updated on industry trends and changes.

• High school diploma or equivalent; an Associate’s or Bachelor’s degree in a related field is preferred.

• At least 2 years of experience in consumer collections.

• Strong knowledge of financial products, services, and regulations.

• Exceptional verbal and written communication abilities.

• Capable of negotiating and resolving conflicts effectively.

• Strong analytical and problem-solving capabilities.

• Proficiency in Microsoft Office Suite and experience with CRM software.

• High level of integrity and dedication to maintaining client confidentiality.

• Ability to work independently as well as part of a team in a fast-paced environment.

• Significant employer contributions for health, dental, and vision programs.

• Generous PTO, paid holidays, and paid parental leave.

• 401(k) matching program.

Collections Agent

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