Collections Specialist I

The Collections Specialist I is responsible for managing and resolving delinquent accounts through effective communication, negotiation, and problem-solving strategies. This role plays a key part in maintaining positive customer relationships while protecting company assets and ensuring timely recovery of past-due balances.

• Contact customers with delinquent accounts to negotiate payment arrangements and settlements within company policy.
• Educate customers on account terms, payment options, and potential outcomes of delinquency.
• Conduct skip tracing and investigative research to locate unresponsive or unlocatable customers.
• Manage higher delinquency accounts with tact, persistence, and professionalism.
• Document all customer interactions and account updates accurately and promptly.
• Provide exceptional customer service through clear, respectful, and solution-oriented communication.
• Collaborate with internal teams to resolve escalated issues and support process improvement initiatives.
• Identify opportunities to improve collection efficiency, customer satisfaction, and recovery performance.
• Participate in ongoing training to enhance negotiation, compliance, and communication skills.
• Must be available to work flexible schedules, including evenings and weekends as needed.

• Two years of college or equivalent experience in a business, customer service, or collections environment preferred.

• Strong communication skills with the ability to actively listen, empathize, and negotiate effectively.
• Excellent time management and organizational skills with the ability to prioritize multiple accounts and deadlines.
• Strong problem-solving and critical-thinking abilities with a proactive, solutions-focused approach.
• Skilled in skip tracing and investigative account resolution methods.
• Demonstrated professionalism, patience, and persistence when working with difficult or emotional customers.
• Ability to work independently and as part of a collaborative team.
• Proficient in general computer use and adaptable to various collection and communication platforms.
• Must have access to a quiet, secure workspace and reliable internet connection.

• Minimum of 2 years of professional collections experience, preferably handling higher delinquency or charged-off accounts.
• Experience negotiating complex payment plans and resolving challenging customer situations.