Collections Support 3

Overview

This role serves as a critical line of defense in safeguarding the organization’s financial health through recovery of past-due commercial accounts. Senior Recovery Agents manage a complex, high-stakes portfolio and use advanced B2B credit risk knowledge and financial negotiation strategies to secure payments, minimize outstanding exposure, and support customer relationships.

In addition to day-to-day recovery activities, the role includes identifying workflow inefficiencies and recommending process improvements or technology solutions to help the team scale.

Responsibilities

• Manage daily inbound and outbound communication with past-due commercial customers classified as medium to high risk of credit loss to secure immediate payment and resolve delinquent account balances.
• Execute effective oral and written communication to educate customers on account terms and conditions and resolve complex delinquent balances.
• Monitor and manage shared group inboxes to ensure timely and accurate resolution of customer payment inquiries and disputes.
• Evaluate complex account details and historical transaction data to diagnose root causes of delinquency and determine the most effective, risk-mitigated collection approach.
• Negotiate complex payment structures, short-term payment plans, and commercial settlements independently within established corporate risk guidelines and authority limits.
• Adhere strictly to the Fair Debt Collection Practices Act (FDCPA) and applicable regional regulatory mandates during all client interactions.
• Document collection activities, payment commitments, skip tracing results, and structural account modifications accurately and in real-time within the core collections system of record.
• Partner with internal Global Risk Operations teams and cross-functional groups (e.g., Contact Center, Billing) to resolve systemic disputes and remove barriers to customer payment.
• Clearly communicate contract terms, legal financial obligations, and ongoing payment modalities to customers to support long-term accounts receivable health and compliance.
• Meet or exceed weekly and monthly service level objectives (SLOs), including portfolio productivity, quality assurance benchmarks, and recovery effectiveness metrics.
• Work with leadership to identify opportunities to integrate AI, workflow routing engines, and automation into daily operational processes.

Requirements

• High School Diploma or equivalent with 3–5 years of direct experience in high-volume, complex B2B or commercial collections.
• Working knowledge of the Fair Debt Collection Practices Act (FDCPA) with a proven ability to apply legal frameworks to risk-based decision-making.
• Intermediate computer software literacy, including comfort learning new core platforms.
• Demonstrated sound decision-making and judgment in fast-paced risk environments.
• Strong analytical, problem-solving, and conflict-resolution skills.
• Excellent oral and written communication skills tailored for corporate B2B environments.
• Strong time management, prioritization, goal setting, and work scheduling skills in a deadline-oriented environment.
• Must successfully pass a background investigation.

Preferred Qualifications

• Associate’s degree or higher in Accounting, Finance, Business Administration or a closely related field.
• Initiative and self-motivation with a commitment to continuous professional development regarding evolving industry practices and regulatory changes.
• Intermediate to advanced proficiency in Google Workspace (Docs, Sheets, Slides).
• Direct, hands-on experience using enterprise platforms such as Salesforce, PeopleSoft, and Genesys.

Compensation & Benefits

• Pay Range: $21.80 - $24.10
• The base pay range is intended to represent the low and high end of the pay range for this position; actual pay varies based on qualifications, skills, competencies, and proficiency.
• Benefits may include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more.

Location

Not specified in the provided description.