Customer Debt Recovery Specialist

Job Summary:

Mass Markets is seeking an experienced Collections and Account Resolution Professional to join our team. As a Customer Debt Recovery Specialist, you will play a vital role in our organization by assisting in the recovery of outstanding debts from customers. You will utilize your excellent communication skills, empathy, and negotiation abilities to establish positive rapport with customers and work towards mutually beneficial solutions.

Responsibilities:

• Contact customers who have overdue accounts through inbound and outbound calls.
• Review and analyze customer accounts to understand the status, outstanding balances, and reasons for non-payment.
• Engage in professional and empathetic negotiations to collect outstanding debts while maintaining customer satisfaction.
• Process payments and set up payment arrangements as appropriate, adhering to company policies and procedures.
• Maintain accurate and detailed records of customer interactions, payment agreements, and relevant information in the database.
• Ensure full compliance with all state and federal regulations, as well as company policies, in the collections process.
• Provide exceptional customer service by addressing customer inquiries, resolving issues, and offering solutions to prevent future delinquencies.
• Generate and submit regular reports on collections activities and account statuses to the management team.

Requirements:

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Minimum of 6 months of experience in collections or billing.
• Strong understanding of billing and collection processes.
• Outstanding communication and interpersonal skills.
• Ability to handle difficult customer interactions with empathy and professionalism.
• Proficiency in using computer systems and familiarity with collection software.
• Ability to type swiftly and accurately (45+ words a minute).
• Strong attention to detail.
• Excellent organizational, written, and oral communication skills.
• Excellent negotiation and problem-solving skills.
• Goal-oriented with a strong desire to achieve targets.
• Ability to evaluate, troubleshoot, and follow-up on customer issues.
• Aptitude for conflict resolution, problem solving, and negotiation.
• Must be customer service oriented (empathetic, responsive, patient, and conscientious).
• Ability to multi-task, stay focused, and self-manage.
• Strong team orientation and customer focus.
• Ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
• Excellent interpersonal skills and ability to build relationships with your team and customers.
• Ability to work in a fast-paced and team-oriented environment.
• Highly reliable with the ability to maintain regular attendance and punctuality.

Physical Requirements:

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Conditions of Employment:

• Must be authorized to work in the country in which the job is based.
• Must be willing to undergo employee background screening. Job offers are contingent on background screening tests.

Reasonable Accommodation:

It is the policy of Mass Markets to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Human Resources.

Equal Opportunity Employer:

At Mass Markets, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at Mass Markets are based solely on a person's merit and qualifications. Mass Markets maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling Mass Markets' commitment to a diverse and equal opportunity work environment.

Mass Markets does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. Mass Markets will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

Mass Markets will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of Mass Markets to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

About Mass Markets:

Mass Markets helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. Mass Markets assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI), the parent company of Mass Markets, was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. Mass Markets' subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. Mass Markets has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitalization, Mass Markets ensures clients do more for less. Mass Markets is the holding company for a diverse lineup of tech-enabled business services operating companies. Mass Markets organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. Mass Markets now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following Mass Markets brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.