Call Center Collections Agent

About the role

The Payment Service Representative is responsible for the collection of delinquent accounts.

They will also be responsible for coordinating the seizure of assets as the case may warrant, handling incoming and outgoing telephone inquiries from customers with an outstanding level of service. They are responsible for responding, handling and/or escalating required cases in a well prioritized manner. The representative will update and maintain data to ensure the accuracy of current contracts. This position can include extensive administrative paperwork related to customer contracts and conducts timely, effective maintenance of this information.

Responsibilities:

• Review accounts on a regular basis (daily and or weekly) to keep delinquency and repossession to a minimum and manage repossession in an effective manner
• Conduct prompt, courteous and persuasive telephone collection calls and following up on past due accounts.
• Negotiate mutually acceptable remedy to the customer’s delinquent account
• Educating our customers on acceptable payment arrangements and the benefits of their account as well as their credit bureau
• Escalate problematic accounts to Manager
• Verify and update customer information and keeping customer records updated in the collection system
• Accurately documenting all telephone calls as appropriate in the collection system
• Skip tracing files when unable to reach or contact our customers using available information
• Assist as required in identifying and recommending any payment arrangements and assisting with the corresponding documentation
• Prepare and recommend payment amendments and coordinating the relative reporting
• Issue appropriate notices and coordinating the preparation of documents required for seizure
• Coordinate the seizure of assets
• Assist with the preparation of payables associated with seizure activity
• Call Volume: Representatives handle 200-300 outbound calls daily, equating to 5,000-6,000 monthly.

Qualifications, knowledge and experience

• A strong sense of integrity, professionalism and a results-oriented attitude to deliver exceptional service and contribute to overall organizational success
• Effective communication, organization and interpersonal skills
• You thrive in an environment that involves multitasking and changing priorities
• Ability to work effectively both in a team and independently with minimal supervision
• Intermediate skills with Microsoft Office products
• 2+ years of previous collections services experience is required
• Experience working in a call center environment is required
• Experience in the finance and leasing industry is an asset
• Salesforce experience (preferred).