Remote Collections Representative (English & Spanish)

Credit Collections Assistant

The Credit Collections Assistant uses independent judgment and exercises full working responsibility of follow-up calls for clients in lockout to bring them back into compliance with servicing the interlock and payment of fees. Coordinates office and field collection procedures and analyzes field collection reports to determine further steps in collection effort. Compiles data required for transfer of accounts to collection agency. Credit Assistant may be required to assist in compiling monthly information for report of delinquent account collections and bad debt write-offs. Coordinates and acts as liaison for contracts with vendors for collection bill receivables and other collection agencies.

Essential Duties

• Daily collection calls using the lockout report. Must be able to write detailed notes on all collection calls and insert them into the collection screen in Smart Trac.
• Review past due clients for reinstall and send approvals to Customer Service Representatives so they can set client up for installation.
• Review of client logs to determine if a lockout credit will be assessed.
• Review of tow bills and service site notes to determine if a tow bill should be credited.
• Conducts special billing investigations involving difficult problems while making determinations and resolving disputes.
• Handles difficult credit/collection problems that are referred by Customer Service Representatives.
• Monitors customer account balances for customer services and initiates collection procedures.
• Assures credit collection policies are consistent with sound business and financial policies, and are in compliance with City, State, and Federal rules and regulations.
• Coordinates and records field collection activities of Customer Service Representatives and Service Centers.
• May handle correspondence and claims in connection with bankruptcies and estates.
• Coordinates acknowledgement of refunds, notification of customers and reconciliation of accounts.

Minimum Qualifications

• Three (3) years' experience as a Customer Service Representative or Collections, or a position involving the extension of credit and collection of delinquent accounts.
• Associate's degree in business or related field preferred; however, a combination of relevant experience and formal education will be considered.
• Knowledge of modern office procedures, methods and computer equipment.
• Knowledge and understanding of automated systems and procedures for bill collection and follow-up.
• Ability to interpret customer billing records.
• Ability to determine and resolve billing errors with customers.
• Effective written and oral communication skills, including ability to deal with customers in resolving billing and credit problems.
• Ability to work under pressure and sometimes with difficult and abusive customers.
• Ability to work independently using judgment and analytical skills to resolve problems and discrepancies.
• Ability to maintain physical condition appropriate to the performance of assigned duties and responsibilities which may include sitting for extended periods of time and operating assigned office equipment.
• Ability to communicate with others and to assimilate and understand information, in a manner consistent with the essential job functions.
• Ability to operate assigned equipment.
• Ability to make sound decisions in a manner consistent with the essential job functions
• Bilingual proficiency in English & Spanish highly preferred.

Physical Demands & Work Environment

• Regularly required to communicate verbally and hear.
• Frequently required to use hands and fingers to handle or feel objects, tools, or controls.
• Occasionally required to stand, walk, sit, reach with hands and arms, climb or balance, and stoop, kneel, crouch, or crawl.
• Occasionally required to lift and/or move up to 25 pounds.
• Requires close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate.

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Employees may be required to perform other job-related duties as assigned by an authorized supervisor. The Company may modify duties, responsibilities, and requirements as needed, including providing reasonable accommodations to qualified individuals with disabilities.

This document does not create an employment contract, implied or otherwise, and employment remains at will.