Collections Representative

I. Job Summary Researches account activity and resolves past due accounts through extensive contact with internal and external customers. This position is given more accountability with customer interaction and related resolution as well as with providing guidance and direction to new and less senior Collectors. Collector Sr. will also be expected to support policies, procedures and change initiatives as needed by management. In addition, a Collector Sr. may be required to assign tasks to team members and ensure the timeline is met. II. Essential Duties And Responsibilities Initiates telephone and/or email contact with internal & external customers with amounts past due, determining reason and arranging for collection or adjustment to correct errors in accounts. Negotiates payment plans with customers; follows guidelines for follow-up on payment plans. Receive and resolve escalated collection issues; disputes, makes inquiries, researches, and communicates with internal and external customers. Performs severance activities after approvals; stop service, cancellation & container removal. Maintains records of all delinquent accounts by logging collection notes and dispositioning the Dialer with each contact. Performs write-offs, processes payments and recoveries. Responds to email and telephone inquiries from customers and interviews customers by phone to investigate escalated complaints. Prepares, reviews and handles Collection Reports for Supervision as requested. Under direction of Supervisor or Manager, may be required to assign tasks to team members and ensure the timeline is met. Performs advanced duties with more accountability and with minimal direction for action and results associated with improving cash flow and minimizing bad debt write offs. Evaluates moderately complex customer records and recommends immediate severance activities including stop service, cancellation or write-off. Works reconciliation of customer records on sensitive accounts by engaging customer and internal WM constituents to work the open issue(s) to resolution. Evaluates customer credit limits based on payment history, purchase activity and customer credit reports. Conduct Side‑by‑side Coaching sessions with peers and new agents. Audit dispositions, calls, and work performed by peers and new agents. Responsible for special projects assigned by the Supervisor. III. Qualifications – Must live and work in the U.S. High School Diploma or GED (accredited) 4 years of previous experience in a customer call center or credit and collections role. IV. Physical Requirements Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job. This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc. Pay The expected base pay range for this hybrid position is $25.75 - $32.00. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location. Benefits At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site. #J-18808-Ljbffr