What are the responsibilities and job description for the Third Party Collector position at FMS, Inc.?
Third Party Collector
Summary
The Collector will utilize various collection strategies and methodologies, attempt to contact consumers in order to negotiate payment in full or best possible payment arrangements on debt within federal, state and client collection guidelines and laws.
DUTIES AND RESPONSIBILITIES:
• Negotiate payment terms and methods when right party is contacted. The process often requires reviewing the account information in database, and/or asking probing questions of the consumer to better understand potential objections to payment.
• Utilize various skip tracing techniques and collection strategies to locate right parties in order to negotiate best possible payment arrangements on high collectability or value accounts.
• Overcome objections and suggest money sources for debt payment.
• Utilize payment options (credit cards, direct checks, money grams, etc.) and secure this information so that the bookkeeping and clerical staff can process payments.
• Communicate with consumers regarding, live and voicemail, providing contact information via a mandated script.
• Perform proper consumer verification procedures as dictated by FMS policy and client requirements to include properly identifying the consumer, the company name, and requesting payment on the account.
• Accurately documenting account notes with new consumer demographic information, outcome of call, account disposition, payment arrangements, and content of communication.
• Adhere to the Fair Debt Collection Practices Act, Telephone Consumer Protection Act, HIPAA, and all other relevant federal and state laws.
• Performs other duties as assigned.
SUPERVISORY RESPONSIBILITIES:
• This job has no supervisory responsibilities.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning,
QUALIFICATIONS:
EDUCATION and/or EXPERIENCE
• A high school diploma and two to six months relevant experience is preferred.
• Previous experience in customer service, sales, collections, or a related role is preferred.
• Knowledge of 3rd Party disclosure, FDCPA, HIPAA, and the ability to be licensed in all states is preferred.
• Ability to communicate clearly and succinctly, utilizing proper grammar and telephone etiquette is preferred.
• Prior PC and keyboard knowledge is preferred.
• Ability to compute basic math calculations using addition, subtraction, multiplication, division and percentages is preferred.
• Successful completion of a background check and drug screen.
COMMUNICATION/TEAMWORK SKILLS
• Employee has contact with individuals within their department and extensive external contact with consumers.
OTHER SKILLS AND ABILITIES PREFERRED
• Bilingual skills (reading, speaking, writing)
COMPETENCIES:
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
• Occasionally/Frequently/Continually required to sit
• Occasionally/Frequently/Continually required to utilize hand and finger dexterity
