Collections Representative II

Role Overview

• Responsible for managing late-stage delinquent accounts
• Contact members through multiple channels to resolve delinquencies
• Conduct outbound and receive inbound calls to negotiate payment arrangements
• Accurately update system notes and maintain records of member interactions
• Identify, evaluate, and resolve reasons for delinquency
• Process payments from members to cure account delinquency
• Counsel members on available alternatives to eliminate delinquency
• Analyze member financial situations to determine appropriate solutions
• Identify hardship cases and escalate appropriately
• Educate members on their account status and payment options
• Adhere to all collection policies, procedures, and applicable laws
• Utilize skip tracing tools for locating members
• Collaborate with other business units to resolve disputes
• Meet or exceed departmental goals and performance metrics
• Participate in ongoing training and development sessions
• Perform other duties as required

Requirements

• High school diploma or equivalent required
• 3-5 years of experience in customer service or collections
• Strong verbal and written communication skills
• Ability to handle high call volumes while maintaining professionalism and accuracy
• Available to work overtime and Saturdays as required
• Ability to work independently
• Strong negotiation, communication, and problem-solving skills
• Experience with collection systems and basic office software (e.g., Microsoft Office)
• Bilingual (Spanish/English) preferred but not required

Benefits

• Competitive compensation
• Medical and dental benefits
• 401K with employer contribution
• Flexible paid time off