[Remote] Collection Representative

Note: The job is a remote job and is open to candidates in USA. A Hiring Company is seeking a Collection Representative to join their growing Collection Team. This role involves negotiating payment arrangements with consumers who have past-due medical balances, while maintaining professionalism and compliance with laws and standards.

Responsibilities

• Handle high-volume outbound and inbound calls with professionalism and confidence
• Negotiate payment arrangements that meet both consumer needs and company goals
• Consistently meet and exceed performance metrics (quality, compliance, collections)
• Maintain accurate documentation and follow all required laws and standards
• Build trust quickly through active listening, empathy, and strong communication
• Accomplishes minimum requirements for KPIs including call quality scores monthly and minimum fees
• Contacts consumer regarding past due balance and negotiates payment terms and methods within guidelines. Overcomes common objections, practices how to overcome more challenging ones. Suggests money sources for debt payment
• Updates account notes and other documentation in real time while working with consumers making few errors
• Handles high volume of inbound consumer calls while on dialer and places outbound calls
• Effectively uses scripts/verbatims and navigates within guidelines to maximize potential recovery on each call
• Ensures legal (i.e. FDCPA, state and other) compliance requirements are followed
• Learns and operates with proficiency within the systems and programs used for collections

Skills

• Able to communicate clearly, both verbally and in writing, and utilize proper grammar and telephone etiquette and provided electronic tools
• Able to navigate multiple computer applications and databases
• Able to multitask and can communicate on the phone and navigate multiple computer systems simultaneously
• Able to overcome objections and obstacles to negotiate payment successfully
• Reliable and responsible. Arrives on time and uses time productively
• Possesses and demonstrates professional judgement
• Understands sensitive personal information (SPI) and sensitive consumer information (i.e. Protected Health Information (PHI)) while maintaining the confidentiality of this information
• Able to use tools provided to compute basic math calculations using addition, subtraction, multiplication, division, and percentages
• Self-motivation and committed to career success
• Willingness and ability to obtain Professional Collections Specialist (PCS) certification within one year of date of hire (paid for by company)
• High School Diploma or equivalent (i.e., GED) required
• Ability to successfully complete company collector training program
• Clear initial and annual criminal and background check

Benefits

• Paid medical insurance with personalized plan selection assistance
• Company provided Short-Term Disability, and basic Life Insurance
• Optional Dental, Vision, Long-Term Disability, and additional Life Insurance
• Generous PTO (3 weeks annually, increases with tenure) plus holidays and make-up time
• 401(k) with the option to deposit annual discretionary bonus
• Company-provided equipment
• Access Perks employee discount program (retail, travel, food, entertainment)

Company Overview