Account Resolution Specialist - WNY

Job Description

Job Description

ACCOUNT RESOLUTION/COLLECTIONS SPECIALIST

Welcome to ACI – Your Employer of Choice Since 1989!

American Coradius International LLC (ACI) is a long-standing, full-service financial services company looking to add energetic, motivated, and initiative-taking Account Resolution Specialists to our team. 

We work with some of the nation’s largest banking clients as an extension of their call center teams. We assist customers who have fallen into delinquent status by helping them understand their accounts and work toward resolving their outstanding financial obligations. 

REMOTE WORK REQUIREMENTS:

This is a remote position; however, candidates must reside in New York or Texas and be within reasonable travel distance of one of our office locations. Occasional travel to the office may be required based on business needs.

Office Locations:

• 2420 Sweet Home Road, Suite 150, Amherst, NY 14228
• 8000 I-10 Frontage Road, San Antonio, TX 78230

 

MUST work on camera In this remote environment

KEY ROLE REQUIREMENTS:

• Collections Experience: Must be experienced in making outbound calls, ability to negotiate for payment arrangements and skip trace.

• Communication: Excellent verbal and written communication skills, with the ability to communicate professionally and effectively with customers over the phone.
• Multitasking: Ability to navigate and utilize multiple computer systems simultaneously while working with dual monitors.
• Problem Solving: Strong critical-thinking and problem-solving skills, with the ability to resolve issues efficiently in a fast-paced environment.
• Attendance & Reliability: Maintain reliable and consistent attendance, arrive punctually for all scheduled shifts, and comply with established attendance and call-off procedures.

ESSENTIAL DUTIES/RESPONSIBILITIES:

• Receive/make a high volume of incoming/outgoing communications to encourage customer payments and cure outstanding past-due account balances
• Detailed documentation on all account activities and information to include verifications, demographic changes, and documenting calls relating to servicing of the account
• Utilizes all available skip tracing tools to establish contact with customers to arrange payment
• Review and monitor customer accounts daily to mitigate losses
• Take action on accounts needing additional attention under manager approval
• Ensure all company policies, procedures, and laws applicable to the position are maintained.
• ALL employees are required to be on camera while working from a remote environment.
• Other duties as required

BENEFITS:

We offer competitive pay and a comprehensive benefits package:

• Competitive wage with unlimited financial growth through monthly bonuses
• A professional and stable employer dedicated to your success
• Growth opportunities—we are always looking for future leaders
• Great schedules—NO weekends, NO late nights. A healthy work-life balance
• Comprehensive benefits package, including various medical plans, dental, vision, life, accident, and disability insurance options
• Generous paid vacation time, paid personal/sick time
• 401K with employer match
• Paid holidays

QUALIFICATIONS:

• High School Diploma required
• At least 2 years call center/ customer service experience required.
• Proven ability to multi-task and work in a demanding environment
• Exceptional knowledge of federal, state, and local laws, regulations, and rules concerning collections
• Professional and comprehensible phone voice, excellent verbal and communication skills, and proper English grammar
• Active listening skills and an ability to influence others
• Proficient computer skills using Zoom, Microsoft Word and Excel
• Ability to embrace a team environment and a culture of continuous improvement
• MUST have a smart phone with the ability to download applications for remote work purposes.

PHSYICAL/MENTAL REQUIREMENTS:

• Sedentary position requires sitting 80% of the time
• ALL employees are required to be on camera while working from a remote environment.
• Dual hand dexterity / repetitive use of hands 80% of the time (typing on computer and dialing phone)
• Ability to speak proper English grammar and use proper telephone etiquette
• Ability to hear; Typical noise level for work environment (moderate noise)
• Simple/light grasping required of both hands 80% of the time
• Close vision required (clear vision on 15 inch or larger computer monitors)

SCHEDULING REQURIEMENTS (PLEASE READ BEFORE APPLYING):

Third Party Hours of Operation

Mon/Tues: 8:00AM EST/7:00AM CST – 8:00PM EST/7:00PM CST

Weds/Thurs: 8:00AM EST/7:00AM CST – 6:00PM EST/ 5:00PM CST

Friday: 8:00AM EST/7:00AM CST – 5:00PM EST/4:00PM CST 

(Open 2 Fridays monthly from 8:00AM EST/7:00AM CST – 6:00PM EST/ 5:00PM CST)

 

ALL EMPLOYEES MUST WORK THE FOLLOWING:

• 1 NIGHT shifts per WEEK until 8:00PM EST/ 7:00PM CST (Mon or Tues)
• 1 NIGHT shifts per WEEK 6:00PM EST/ 5:00PM CST (Weds or Thurs)
• 1 FRIDAY NIGHT shifts per MONTH until 5:00PM EST/ 4:00 PM CST
• 1 FRIDAY NIGHT shifts per MONTH until 6:00PM EST/ 5:00PM CST

Employees must work a minimum of 4 hours per shift, cannot work more than 10 hours per shift and must work a minimum of 5 days per week (Monday-Friday).   Employees cannot schedule a split shift.

Disclaimer:

The above job description is not a contractual or binding document; it is provided as a guide to the types of duties required to be undertaken. Duties may vary from time to time, and this description is subject to review. Modifications will be made as needed to support changes in the business climate and requirements.

ACI is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $17.00- $18.00 hourly. The actual pay offered to a successful candidate will consider a wide range of factors, including but not limited to knowledge, skills, experience, and other variable factors.

ACI is an Equal Opportunity Employer.