Senior Recovery Agent

About the Team/Role

Contact past due customers, at various levels of delinquency, to determine and understand the customer's circumstances, negotiate payment arrangements, assess risk to the company and provide service to the customer. Ability to effectively manage various collection strategies. Responsible for analyzing funded credit risk through the general maintenance of existing customers.

How you'll make an impact

• Communicates in a clear, concise manner, orally and in writing, with customers to influence and negotiate to obtain immediate payment and resolve delinquent account balances.

• Interprets (understands) customer's needs and intent, utilizes judgment and experience to make decisions that effectively balance risk, quality, productivity, corporate objectives and customer retention.

• Engages in on-going education with customers on terms and conditions, alternative payment methods.

• Manages & deescalates conflict when speaking to a customer.

• Ability to manage up to and including later stage delinquent and complex account situations, utilizing professional knowledge and experience to determine appropriate approaches to achieve resolution. Manages delinquencies from rolling to the next level.

• Applies industry knowledge, departmental policies and procedures, and Fair Debt Collection Practices Act to make appropriate collection decisions.

• Demonstrates the ability to apply consistency in work processes. Proficient use of multiple systems.

• Knowledgeable with all portfolios.

• Executes & exhausts all skip tracing resources to reach the right party contact.

• Appropriately applies all collection tools & payment options to resolve delinquency and minimize bad debt.

• Appropriate documentation of accounts and follow-up.

• Self motivated, dependable and ability to work productively in a dynamic, high energy, rapidly changing environment.

• Competitive, persistent & assertive. Engages in peer collaboration as it relates to sharing/ implementing collection best practices.

• Seeks personal education and development through company training programs and industry information to remain current on industry and company practices and regulatory changes.

• Ability to work with minimal supervision.

• Participates in special projects and performs additional duties as required.

Experience you'll bring

• Working knowledge of FDCPA and any other applicable Federal laws

• Bachelor's Degree or the equivalent combination of education and work experience

• 3-5 years related experience

• Accounting knowledge and experience

• Effective oral, written, and persuasive communication skills

• Analytical skills

• Sound decision making/judgment

• Flexible/Adaptable to change

• Desire to impact/influence others positively

• Results Oriented

• Detail Oriented

• Maintain Confidentiality

• Organized/Time Management ability

• Intermediate knowledge of Excel/Access

• Ability to think conceptually

• Ability to be productive while maintaining quality

• Skip tracing knowledge and experience

• Demonstrated ability to influence customer behavior through negotiation and persuasion

• Team Oriented

• Must have experience or A/I Proficient

• Must pass a successful background investigation