Collections Specialist

Responsbilities:

• Interacting with customers who are past due, assisting by answering questions, and process requests by phone
• Preparing daily Accounts Receivable Reports to monitor accounts and identify outstanding debts
• Answer incoming customer calls regarding billing and/or Payment issues questions and general concerns
• Assist customers with disputes and inquiries and reconcile payment history
• Perform creative skip-tracing techniques to locate customers
• Provide thorough and accurate documentation to customer accounts through our communication channels
• Utilize judgment to analyze the customer’s ability to pay and establish a repayment plan
• Identifying areas of opportunity for optimizing results and improving customer satisfaction
• Be a daily key contributor to improving training and development
• Servicing accounts by investigating problems and finding resolutions to help overcome objections that customers may have about making payments and working towards solutions that best fit the customer needs, creating a positive customer experience
• Maintain superior quality assurance results
• Coming to work with a positive outlook contributes to Upgrade's already enjoyable environment

Skills You Will Need:

• Excellent written and verbal communication combined with analytical and problem-solving skills
• Meticulous attention to detail and a robust understanding of accounting principles.
• Persuasion: You must be able to persuade debtors to comply with their payment commitments
• Determination: You must be persistent in finding solutions and negotiating payment agreements
• Confidence: You must be self-confident and confident in your abilities to achieve results.
• Stress tolerance: You must be able to handle stressful situations and always remain calm.
• Prior experience in Collections required
• Reconciliation skills to analyze customer ledger and identify patterns of payment behavior by collating and comparing invoices and receipts to identify incomplete payments and delinquencies and ensure reduced potential for losses.
• Demonstrated ability to multi-task and work in a fast-paced environment
• Flexibility and ability to adapt to business needs
• Capability of gaining customer loyalty through listening, relationship building, and professional and persuasive communication skills
• Bilingual (English/Spanish)
• Previous experience in customer service, sales, or the finance industry
• High School Diploma (or equivalent) required, Associate's or Bachelor's degree preferred
• Team player seeking a fast-paced and challenging environment
• Proficient in Microsoft (Excel is a must), Cloud-based products and Google apps