Recovery Agent, Collections Support 2

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

📋 Description

• Oversee inbound and outbound communications via phone, email, and system queues with delinquent commercial clients.

• Resolve overdue debts and secure prompt payments.

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

• Monitor and manage shared group inboxes, resolving payment inquiries and disputes.

• Analyze account financial histories and transaction details to uncover reasons behind delinquency.

• Negotiate payment plans, short-term promises to pay, and structured catch-up schedules within corporate guidelines.

• Record customer interactions, payment commitments, and account disputes in the collections system of record.

• Direct billing errors, account disputes, and customer complaints to the relevant internal departments and track their resolution.

• Adhere to the Fair Debt Collection Practices Act (FDCPA), internal credit policies, and industry compliance standards.

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

• Identify workflow obstacles and implement AI tools and automation to enhance efficiency and accuracy.

⛳️ Requirements

• High School Diploma or equivalent qualification.

• 2-3 years of relevant experience in high-volume, complex B2B or commercial collections.

• Basic understanding of the Fair Debt Collection Practices Act (FDCPA) or similar collections compliance regulations.

• Capacity to uphold ethical standards under pressure.

• Proficient in standard software platforms and able to learn core enterprise applications.

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

• Strong problem-solving skills and capacity to assess account details for structured decision-making.

• Effective time management and organizational abilities.

• Proven track record of meeting deadlines and managing daily task queues.

• High reliability, consistent attendance, strong accountability, and steady operational performance in a high-volume professional environment.

• Must successfully complete a background check.

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

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

• Basic to intermediate proficiency in Google Workspace platforms is preferred.

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

🏝️ 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.