Collections Support 2, Recovery Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee daily communication channels for both incoming and outgoing interactions with delinquent commercial clients to resolve past-due debts and secure prompt payments.

• Inform customers about account terms and conditions while addressing intricate overdue balances.

• Supervise and handle shared group inboxes, addressing customer payment queries and disputes.

• Analyze account financial histories and transaction specifics to comprehend causes of delinquency and apply suitable collection measures.

• Negotiate standard payment plans, short-term payment promises, and structured catch-up timelines in accordance with corporate policies.

• Record customer interactions, payment agreements, and account dispute information in the primary collections system.

• Identify and direct billing mistakes, account disputes, and customer grievances to relevant internal departments, ensuring resolution tracking.

• Ensure compliance with FDCPA, internal credit policies, and industry regulation standards.

• Achieve weekly and monthly performance objectives, including call volume, portfolio recovery rates, and quality assurance metrics.

• Adhere to team workflows while pinpointing manual bottlenecks.

• Incorporate AI tools and automation technologies into daily tasks to enhance speed, efficiency, and precision.

⛳️ Requirements

• High School Diploma or equivalent, coupled with 2-3 years of direct experience in high-volume, complex B2B or commercial collections.

• Basic knowledge of the Fair Debt Collection Practices Act (FDCPA) or comparable collections compliance standards.

• Capacity to uphold ethical standards in high-pressure situations.

• Proficient in using standard software platforms and capable of learning essential enterprise applications.

• Excellent communication, active listening, and verbal negotiation abilities.

• Strong problem-solving skills with the capacity to assess account details and make informed decisions.

• Effective time management and organizational skills.

• Proven history of meeting deadlines and managing daily task priorities.

• High reliability, consistent attendance, and strong accountability.

• Ability to maintain consistent operational output in a high-volume professional environment.

• Some college coursework completed or an Associate’s degree in Business, Finance, or a related administrative field.

• Previous experience in structured workflow environments or involvement in team-level process improvement initiatives.

• Basic to intermediate proficiency in Google Workspace applications (Gmail, Docs, Sheets).

• Prior experience with or familiarity with Salesforce, PeopleSoft, or Genesys telephony systems.

• Must successfully pass a background investigation.

🏝️ Benefits

• Health, dental, and vision insurance.

• Retirement savings plan.

• Paid time off.

• Health savings account.

• Flexible spending accounts.

• Life insurance.

• Disability insurance.

• Tuition reimbursement.

• Eligibility for quarterly or annual bonuses for non-sales positions.