Collections Specialist

Job Description

Collections Specialist

Location: San Antonio, TX
Duration: 12 months
Pay Rate: $23/hr

Position Overview

The Collections Specialist works directly with members to resolve past-due accounts and identify appropriate payment solutions. This role requires clear communication, empathy, sound judgment, accurate documentation, and adherence to regulatory and organizational requirements.

The ideal candidate can confidently navigate sensitive financial conversations while delivering a positive, member-focused experience. Previous collections experience is preferred but not required; candidates with strong customer service or call-center backgrounds are encouraged to apply.

Key Responsibilities
Member Service and Communication

• Make outbound calls and receive inbound calls regarding past-due accounts.
• Communicate with members professionally, clearly, and empathetically.
• Use active listening to understand each member's circumstances and needs.
• De-escalate challenging conversations while maintaining professionalism and a member-focused approach.
• Explain account status, applicable fees, important timelines, and required next steps.

Negotiation and Payment Solutions

• Evaluate member circumstances and identify appropriate repayment options.
• Negotiate payment arrangements that balance member needs with organizational requirements.
• Clearly explain payment commitments and confirm members' understanding.
• Apply sound judgment and problem-solving skills when resolving account concerns.

Documentation and Data Accuracy

• Accurately document member interactions, payment commitments, and account updates in internal systems.
• Maintain complete and accurate records to support compliance and effective account management.
• Compute, classify, record, and verify financial data and transaction information as required.
• Protect confidential member and account information.

Compliance and Policy Adherence

• Follow all applicable federal, state, and internal requirements, including the Fair Debt Collection Practices Act (FDCPA), privacy standards, and call-handling procedures.
• Adhere to established collections, documentation, and quality-assurance guidelines.
• Escalate complex account situations and potential compliance concerns to leadership when appropriate.

Performance and Collaboration

• Meet established call-handling, quality, attendance, productivity, and performance expectations.
• Work collaboratively with team members and leadership to provide a consistent member experience.
• Participate in ongoing training, coaching, and professional-development activities.
• Adapt to evolving procedures, systems, priorities, and workloads.

Required Qualifications

• Strong verbal and written communication skills.
• Customer service experience or other experience involving frequent customer interaction.
• Ability to manage difficult conversations and de-escalate tense situations.
• Strong active-listening, negotiation, and problem-solving skills.
• Ability to demonstrate empathy while remaining confident and assertive.
• High level of professionalism, resilience, and composure.
• Strong attention to detail and data-entry accuracy.
• Ability to consistently follow schedules and meet productivity and quality expectations.
• Ability to work onsite in San Antonio four days per week.

Preferred Qualifications

• Previous collections or financial-services experience.
• Call-center experience handling inbound or outbound calls.
• Experience in banking, insurance, sales, account management, retail, hospitality, or a related customer-facing environment.
• Experience documenting customer interactions and financial transactions.
• Familiarity with regulated or compliance-focused work environments.

Technology Skills

Experience with or the ability to learn:

• Auto-dialer systems
• Microsoft Word
• Microsoft Excel
• Customer account-management and documentation systems