Collections Support, Level 3

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

📋 Description

• Oversee daily communication, both inbound and outbound, with commercial customers who are at medium to high risk of credit loss due to delinquency.

• Inform customers about account terms and conditions while resolving intricate delinquent balances.

• Supervise and manage shared group inboxes dedicated to payment inquiries and disputes.

• Analyze account specifics and historical transaction records to identify the causes of delinquency and develop risk-mitigated collection strategies.

• Negotiate intricate payment structures, short-term payment plans, and commercial settlements within established corporate risk guidelines and authority limits.

• Implement corporate credit policies while adhering to the Fair Debt Collection Practices Act (FDCPA) and regional regulatory requirements.

• Record collection activities, payment commitments, skip tracing outcomes, and account adjustments in the collections system.

• Collaborate with Global Risk Operations and various cross-functional teams to address systemic disputes and payment obstacles.

• Explain contract terms, legal financial responsibilities, and payment methods to customers.

• Meet or surpass weekly and monthly service level targets, productivity, quality, and recovery metrics.

• Discover opportunities to incorporate AI, workflow routing engines, and automation technologies into operational processes.

⛳️ Requirements

• High School Diploma or equivalent.

• 3–5 years of direct experience in high-volume B2B or commercial collections involving complex situations.

• Thorough understanding of the Fair Debt Collection Practices Act (FDCPA).

• Intermediate computer software proficiency, with an ability to adapt and learn new core platforms.

• Proven ability to make sound decisions and exercise good judgment in fast-paced risk environments.

• Strong analytical, problem-solving, and conflict-resolution abilities.

• Excellent oral and written communication skills tailored to corporate B2B settings.

• Exceptional time management, prioritization, goal-setting, and work scheduling skills in a deadline-driven environment.

• Must successfully complete a background investigation.

• Intermediate to advanced proficiency in Google Workspace (Docs, Sheets, Slides).

• Direct, hands-on experience with WEX enterprise platforms such as Salesforce, PeopleSoft, and Genesys.

🏝️ Benefits

• Health, dental, and vision insurances.

• 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 roles.