International Commercial Collection Agent

Overview

The Commercial Collections Specialist manages assigned business-to-business (B2B) accounts by contacting commercial customers regarding outstanding balances, negotiating payment arrangements, and maximizing account recoveries. This role requires persistence, resourcefulness, and a strong results orientation while maintaining professional, customer-focused interactions.

Responsibilities

• Contact businesses regarding outstanding balances through phone and email communications.
• Identify and engage key decision-makers responsible for payment authorization.
• Negotiate payment resolutions and settlement arrangements to maximize recoveries.
• Manage a portfolio of established commercial accounts.
• Investigate account information and use available resources to locate decision-makers and business contacts.
• Overcome objections and address customer concerns while maintaining a professional approach.
• Document account activity accurately and maintain detailed collection records.
• Achieve established collection and performance goals.
• Collaborate with leadership and support teams to drive successful outcomes.
• Maintain compliance with company policies, procedures, and applicable regulations.
• Stay abreast of daily and weekly Operations updates; acknowledge receipt and understanding of policy and procedure changes.
• Complete assignments as required or requested by Operations management.
• Adhere to the practices outlined in the Information Security Management System.
• Communicate professionally and appropriately with clients, consumers, co-workers, and management.
• Maintain up-to-date knowledge and compliance with governmental laws and regulations, functional-area requirements, and company policies and procedures.
• Maintain regular attendance and timeliness required due to the production-based nature of the business and client requirements.
• Provide proactive feedback to management regarding potential problems and recommendations for improvement, including process improvements for efficiencies and best practices.
• Adhere to all company, client, and consumer confidentiality and security policies and procedures.

Non-Essential Functions

• Communicate concerns to management as needed.
• Perform other duties as assigned.

Requirements

• High School Diploma or General Educational Development (GED) certificate.
• At least 5 years of previous experience in commercial collections, B2B collections, or high-level sales.
• Experience communicating directly with business owners, executives, or financial decision-makers.
• Demonstrated ability to meet or exceed performance goals.
• Excellent customer service skills, including strong problem solving and negotiating skills.
• Strong interpersonal, written, and oral communication skills, including active listening.
• Close attention to detail.
• Ability to work as a self-starter with energy, good common sense, ethical behavior, and sound judgment.
• Proficiency with email communication, CRM systems, and Microsoft Office applications.

Preferred Qualifications

• Experience collecting from both U.S. and international business accounts.
• Multilingual capabilities, including but not limited to:
  • Spanish
  • Portuguese
  • French
• Experience working in a remote environment.
• Proven track record of achieving high collection recovery rates or sales performance metrics.

Work Environment & Physical Requirements

• Indoor office environment using computer equipment, including teleconferencing, video conferencing, and continuous video monitoring systems.
• Regularly required to talk or hear.
• Frequently required to use hands to finger, handle, or feel; and reach with hands and arms.
• Extensive use of keyboards and computers.

Position Type / Expected Hours of Work

• Some flexibility in scheduling may be permitted based on the needs of the role; however, employees must be available during the department's operating hours and follow established departmental guidelines.
• Full-time employees must maintain continuous full-time employment status.
• Maintain regular attendance and timeliness required due to the production-based nature of the business and client requirements.

Additional Information

• This position description lists primary functions and requirements and is not all-inclusive; other responsibilities may be assigned at any time with or without notice.
• The position description is subject to change to meet business needs.
• Reasonable accommodations will be provided to disabled individuals when such accommodations would allow the employee to perform essential functions without causing an undue hardship.
• Equal Opportunity Employer. EEO/Veteran/Disabled.