Collector

Overview

This full-time Collector role focuses on collecting on past due B2B accounts on behalf of clients while maintaining excellent service and quality standards. Collections are handled using a variety of methods including telephone, email, and postal letters.

Responsibilities

• Meet or exceed collection and revenue goals as established to ensure maximum client satisfaction.
• Work assigned accounts efficiently by meeting productivity and activity goals.
• Provide excellent service and communication to customers and/or clients, including:
  • Accurate information delivery
  • Professional call handling (greetings, closings, and controlled call flow)
  • Professional, collaborative interactions
• Maintain accurate records in the proprietary collection system, including using correct codes, updating contacts, and reflecting customer/client interactions.
• Follow client-specific account handling instructions and treatment plans, including procedures such as skip tracing and quality assurance processes as directed.
• Anticipate concerns through active listening and adapt handling strategies as needed.
• Continuously improve business knowledge and quality assurance scores, including metrics such as:
  • Volume of calls
  • Activities
  • Accounts worked per day
• Engage in client contact limited to questions/answers/discussions related to specific files/claims via phone or email.
• Maintain confidentiality of internal and external party information.
• Improve knowledge of differing business cultures and apply that knowledge to support collection rates and recommendations to clients.
• Handle claims of varying sizes (small, medium, or large) based on business needs and client-specific dollar limits.
• Maintain organized electronic file storage for documents and emails.
• Interface with client-facing departments to help identify and meet client needs.
• Respond to written correspondence from customers and clients in clear, concise, professional language with positive tone.
• Use independent judgment to analyze assigned claims and make recommendations to clients for settlements and payment plans.
• Identify outdated or cumbersome processes and help drive process improvements.
• Foster effective communication and collaboration between countries and cultures.
• Support operational project work as required.
• Serve as backup to other members of Operational Departments.
• Perform other duties as requested; responsibilities may change at any time.

B2B Account Scope

• Professional clients and accounts payable departments only.
• Not individuals.
• Never medical, credit card, or personal accounts.

Requirements

• Strong computer skills in various systems, especially Microsoft Office.
• Time management and organization skills.
• Proficient communication and comprehension skills, including professional written and telephone communication.
• Ability to communicate via telephone or verbal discussion, including making demands for payment and/or negotiating favorably for the company and its clients.
• Ability to respond professionally to confrontational or evasive conversations, including de-escalating emotion and handling confrontation.
• Basic mathematical skills.
• Basic telephone and calculator skills.
• High School Diploma or General Education (GED).
• 1 - 3 years’ experience in collections, B2B collections, or an accounts receivable role.
• Collectors may be required to be licensed in various states; the employer will apply and obtain all licenses required for each employee.
• Fluency in the English language. Fluency in other languages may be required based on location, client, department, or project.

Compensation & Benefits

• Salary Range: $19.23 base + commission per month.
• All new agents start at $19.23/hour with a full 40-hour workweek, plus a supportive 60-day ramp period with no individual revenue goals.
• After ramp period:
  • Commission plan includes monthly bonuses based on performance, either:
    • Flat dollar bonus ranging from $350 to $700 monthly, or
    • 4% commission
• Earning potential increases with higher-balance portfolios, with uncapped 4% commission on all fees collected.

Benefits include:

• Medical and dental, 80% single and 60% family covered by the employer.
• 401(k) with a 4% match (100% of your first 3% and 50% of your next 2%).
• Company-paid life insurance and long term disability insurance.
• Generous PTO/sick leave, along with other paid emergency leave options.
• 6 weeks of partial salary for parental leave.
• Company provided equipment.

Location & Work Schedule

• Full-time position working 8 hours per day, Monday through Friday.
• Schedule: generally 8am–5pm CST/CDT; specific schedule determined by business or client need and assigned by the manager.
• Remote environment.
• No travel expected.

Work Environment & Physical Demands

• Uses standard office equipment in a remote setting (e.g., computers, headsets, telephones).
• Noise level is minimal.
• Largely sedentary role; occasionally required to stand, walk, use hands, and reach with hands and arms.
• Requires talking and hearing, with verbal and written communication.

Equal Employment Opportunity

The employer provides equal employment opportunities to all employees without regard to race, color, creed, religion, sex, age, national origin, disability, marital status, familial status, predisposing genetic characteristics, domestic violence victim status, gender identity or expression, pregnancy, sexual orientation, or military status.