Collections Specialist

Collections Specialist

The Collections Specialist is responsible for monitoring and reviewing account status reports to identify and resolve delinquent accounts.

Providing quality customer service and collections in a high-volume, fast-paced, multi-channel contact center using automated call distribution and workload distribution software while accurately processing and recording customer contacts via the designated tracking software.

Reviews aging and other reports to identify delinquent accounts, initiating collection process on overdue accounts by contacting customers via mail and/or telephone in order to obtain payment. Identify potential customer account issues through review of daily, weekly, and monthly generated reports and queries.

Research and resolve potential billing errors, disputes, cash application, and other issues through regular customer account audits to ensure billing accuracy and maintain a high level of customer satisfaction.

Coordinates with others, including field personnel, to develop, implement, and monitor collection strategy.

Assisting in training community associates as pertains to collections procedures and functionality available in multiple proprietary systems.

Continuously evaluate and identify opportunities to drive process improvements that positively impact the customers' experience.

Additional duties, as assigned.

This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. An associate should perform all duties as assigned by his/her supervisor.

Brookdale is an equal opportunity employer and a drug-free workplace.