Job description
Job Description: A. PURPOSE OF THE POSITION The Collector (Collections Agent) is responsible for managing delinquent consumer accounts through inbound and outbound communication. This role focuses on resolving past-due balances, negotiating payment arrangements, and delivering a positive consumer experience while maintaining strict compliance with all regulatory, client, and company requirements.
B.
EDUCATION AND EXPERIENCE
PREFERENCES
- Senior High School diploma or equivalent required
- Experience working in a team-oriented environment
- Strong verbal communication and negotiation skills
- Ability to work in a high-volume, metric-driven environment
- Self-motivated, coachable, and results-oriented
- Prior experience in collections, customer service, sales, or BPO preferred
- Basic knowledge of collections regulations (e.g., FDCPA) is a plus; training provided C.
DUTIES AND RESPONSIBILITIES
Consumer Interaction & Account Resolution
- Handle inbound and outbound calls regarding past-due accounts
- Negotiate and secure payment arrangements in accordance with company and client guidelines
- Promote timely resolution of accounts with consumers or authorized representatives
- Attempts to secure immediate or current-month payments were permitted Account Management & Follow-Up
- Maintain ownership of assigned accounts, including tracking payment commitments
- Conduct timely follow-ups with consumers who have expressed intent to resolve balances
- Accurately assess account status and determine appropriate next actions Work Management & Systems Usage
- Effectively manage individual work queues, including: o Setting reminders, holds, and follow-ups o Monitoring Payer Activity o Routing accounts to appropriate queues
- Accurately document all account activity in real time while on calls
- Ensure all system updates are complete, accurate, and timely Performance & Quality
- Meet or exceed established production, quality, and compliance targets
- Adhere to call flow guidelines and departmental standards
- Maintain professionalism and positive representation of the company in all interactions Compliance & Knowledge
- Maintain up-to-date knowledge of applicable federal, state, and local regulations
- Adherent to all company policies, procedures, and compliance standards Additional Duties
- Perform other duties as assigned by leadership Physical & Work Requirements
- Ability to remain seated for extended periods (up to 85% of shift)
- Ability to move within the office as needed
- Ability to operate standard office equipment
- Ability to communicate clearly and effectively with consumers and colleagues
- Ability to comply with all regulatory and company communication standards
- The Company reserves the right to change or assign other duties to this position as appropriate. o Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities. o Must be able to remain in a stationary seated position up to 85% of the work shift. o Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings. o Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine. o Must be able to exchange accurate information with co-workers, consumers and/or clients or vendors who have work related inquiries. D. ACCOUNTABILITY/MEASUREMENT Business Performance
- Collection liquidation and revenue contribution
- Payment conversion and secured payments (including urgency payments)
- Audit and quality performance (internal and external) Productivity & Work Effort
- Number of completed calls
- Accounts worked
- Conversion rate Planning & Commitments
- Value and volume of future payment arrangements
- Promise-to-pay fulfillment rates
- Long-term payment plan effectiveness Organization & Compliance
- Effective queue management and organization
- Proper use of action/result and status codes
- Adherence to compliance and operational standards
- Professional representation of CBE with consumers, clients, and colleagues CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.