The Centralized Collections Specialist is responsible for managing past-due accounts in a call center environment, primarily through outbound and inbound calls. This role focuses on collecting payments, negotiating payment arrangements, and assisting customers in resolving delinquent accounts while maintaining a professional and customer-focused approach.

Salary: $16.00 to $18.00 per hour

Perform Collections and Account Management Responsibilities

• Make outbound calls to customers with delinquent accounts to secure payment arrangements
• Receive inbound calls and assist customers with resolving account issues related to overdue payments
• Use company systems to locate account information, payment history, and contact details
• Update customer account information to ensure accurate and status
• Document all customers interactions, agreements, and account resolution
• Provide clear explanations of account balances, due dates, and options resolving delinquencies

• Assess customer financial situations and offer suitable payment options or arrangements
• Work within company policies and guidelines to negotiate settlements or resolve accounts
• Accurately process payments and provide customers with payment confirmations
• Maintain a professional and empathetic approach with customer interactions
• Manage sensitive customer data securely and maintain confidentiality

• Collaborate closely with team members and supervisors to meet department goals
• Share feedback and/or observations with management to enhance collections strategies

• High school diploma or equivalent
• Serving our customers by working onsite at the Branch Office Support Center (BOSC) is an essential function of this job (working from home is not permitted under any circumstances)
• Bilingual (Spanish/English)
• 1+ year of collections or call center experience, preferably in the financial services industry
• Familiarity with collections software or CRM systems is a plus
• Strong verbal communication and active listening skills
• Ability to negotiate effectively while remaining empathetic and professional
• Proficiency in using standard office and call center software (Microsoft Office, phone systems, etc.)
• High attention to detail and ability to multitask in a fast-paced environment
• Goal-oriented with a strong work ethic
• Resilient and able to manage rejection professionally
• Dependable and punctual with excellent time management skills
• Ability to maintain confidential and personal information
• Demonstrate the ability to analyze relevant information and apply individual judgement
• Must possess a valid drivers' license and the ability to operate an automobile