Debt Collector Full-Time

Role purpose:

The Debt Collection Specialist is responsible for contacting clients and collect outstanding payments while maintaining trustful relationships and ensuring timely payments. Apart from exhibiting professionalism and trustworthiness, s(he) should have excellent communication and negotiation skills, as well as an ability to work independently.

Key accountabilities and decision ownership:

• Providing customer service regarding collection issues, refunds and account adjustments (client discrepancies and short payments, small balance write off, customer reconciliations and credit memos);
• Accountable for reducing delinquency for assigned accounts;
• Streamline all collection processes and recommend improvements to process appeal to all third party payers;
• Collaborate with senior collector and initiate debt write off and negotiate all settlements with all collection procedures;
• Oversee all write offs and assist to balance all non-payment and maintain track of payments according to collection policy.

Key performance indicators:

• CEI – 90%;
• Churn and write offs – accounts churned and written off should not exceed 5% of the total volume of accounts held by the debt collector in a particular month;
• Dispute resolution – at least 85% of value marked as dispute at the beginning of the month should be cleared at the end of the respective month.

Must have technical / professional qualifications:

• Degree in Accounting, Business Management or related field;
• Working knowledge of MS Office and databases;
• Negotiation and Problem-solving skills;
• Patience and ability to manage stress.

Core competencies, knowledge and experience:

• Minimum of 3-4 years of debt collection experience or similar role;
• Knowledge of billing procedures and collection techniques (e.g. skip tracing);
• Strong attention to detail, goal oriented;
• Commitment to excellent customer service;
• Excellent communication skills (written and oral).