Collections Support 2

About the Team/Role:
The Collections Support 2 role is responsible for contacting customers with delinquent accounts and identifying options to bring their accounts into good standing. They'll assist customers with repayment choices using standardized payment plans plus maintain, monitor, and generate aging reports from the database.

How You'll Make an Impact:

• Communicates in a clear, concisemanner, orally and in writing, with customers to influence and negotiate to obtain immediate payment and resolve delinquent account balances.

• Interprets (understands) customer's needs and intent, utilizes judgment and experience to make decisions that effectively balance risk, quality, productivity, corporate objectives and customer retention.

• Engage in on-going education with customers on terms and conditions, alternative payment methods.

• Manages & deescalates conflict when speaking to a customer.

• Ability to manage up to and including later stage delinquent and complex account situations, utilizing professional knowledge and experience to determine appropriate approaches to achieve resolution.

• Manages delinquencies from rolling to the next level.

• Applies industry knowledge, departmental policies and procedures, and Fair Debt Collection Practices Act to make appropriate collection decisions.

• Demonstrates the ability to apply consistency in work processes.

• Proficient use of multiple systems.

• Knowledgeable with all portfolios (WEX, IOL, EXX, etc.)

• Executes & exhausts all skip tracing resources to reach a decision maker.

• Appropriately applies all collection tools & payment options to resolve delinquency and minimize bad debt.

• Appropriate documentation of accounts and follow-up.

• Conducts credit line reviews received via customer and internal requests.

• Uses established guidelines and matrix to make approval/decline decisions, as well as applies broad-based knowledge of principles and practices.

• Respond to applicant, customer, partner, or internal customer via phone, fax or mail.

Experience You'll Bring:

• Self motivated, dependable and ability to work productively in a dynamic, high energy, rapidly changing environment.

• Competitive, persistent & assertive.

• Engages in peer collaboration as it relates to sharing/ implementing collection best practices.

• Seeks personal education and development through company training programs and industry information to remain current on industry and company practices and regulatory changes.

• Ability to work with minimal supervision.

• Participatesin special projects and performs additional duties as required.