GWT currently seeks a well-qualified Collections Specialist to help the company drive positive growth. This role will help monitor our revenues by being responsible for reaching out to customers to collect payments for overdue bills, loans, and other payments. The goal is to act as a liaison between customers and the business to manage overdue accounts back into timely payments. The ideal person for this job will be someone who can be consistently strike the right balance between maintaining trustful relationships and ensuring timely payments, exhibiting professionalism and empathy at all times, using good judgment based on the wide variety of individual and business customers.
Responsibilities
- 50%- Contacting customers for payments by phone, email, or text.
- Collect payments on past due bills using professional and empathic communication.
- Maintain and update customer information is correct, including phone numbers and addresses.
- Listen to customer's story and determine if debt can be collected.
- Set up repayment plans.
- Record new commitment to repay debt.
- Re-issue customer invoices as needed.
- Answer questions and facilitate disputes from customers.
- 50%- Manage account balances tracking outstanding debts and trends with lagging payments.
- Responsible for the tracking and organization of various information for non-paying customers, including:
- Use computer systems to keep notes on customer contact. Check the data input in the accounting system to ensure accuracy of final bill.
- Create a list of people who have not made payments, noting the various types of customers, priority to the business, and balance size.
- Review terms of sale/loan/rental and organize list according to severity of delinquency.
- Locate customers using credit bureau information, background checks, loan documents, and other paperwork or databases.
- Review terms of sale or loan documents.
- Issue invoices and bills and sent them to customers through various channels (mail, e-mail etc.).
- Recommend write-offs for appropriate accounts and amounts following a standardized process.
- Recommend repossession proceedings or hand over account to law practice that specializes in debt collection.
- Be a support to the Sales team, acknowledging that Collections is an extension of Customer Management.
- Facilitate payments in coordination with the Accounting Receivable team through various methods (cash, online payments etc.) and process correctly.
- Ensure accounting records are updated with new payments, balances, customer information etc.
Requirements
- Minimum 3 years experience in collection experience with adherence to US laws and confidentiality guidelines.
- Experience with Accounts Receivable activities a plus.
- Strong proficiency in MS Office (especially Excel).
- Excellent English for clear communication over the phone with very strong attention to detail and precision.
- Exceptional communication skills, continually professional with difficult or challenging customers, comfortable networking within the company to find the right person for payments and problem solve.
- High school diploma or GED; further education will be a plus.
Scoring
- Needs to be very high attention to detail scoring.
Language
- Requires mild accent as most work is done over the phone for understanding capability
Work Set-up
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