Collections representative (hybrid to remote) - Randstad : Job Details

This position will be hybrid, with in-office work from Tuesday to Thursday and remote work on Mondays and Fridays. After the training and nesting period (approximately 90 days), this position will transition to a fully remote job. Our client operates multiple consumer lending brands, each with distinct offerings and customer criteria. They are looking for experienced collections representatives. Please see the details below: About the role: As a Collections Representative, your responsibilities will include contacting customers, negotiating effectively to identify solutions, and helping them resolve their balances with empathy and respect. Previous experience in third-party collections or a related field is required. Success in this role also demands comfort and proficiency in handling difficult customers through challenging situations. Responsibilities:

• Effectively communicate with customers about the impact of overdue payments and help resolve their financial issues by either requesting full payment of the outstanding balance or creating alternative payment plans if full payment is not feasible
• Maintain accurate records of customer interactions, payment arrangements, and other relevant details in the customer database
• Manage incoming and outgoing calls to address customers with severely overdue loan payments, using both manual and automated dialing to reach delinquent account holders nationwide
• Process payments via check by phone, debit cards, or provide options for mailing payments
• Follow up with customers on their payment plans and recommend further actions for those who default
• Address customer concerns related to overdue payments with empathy and professionalism while adhering to all policies, procedures, and regulations
• Successfully de-escalate customer situations through effective negotiation and problem-solving skills, while ensuring a positive customer experience

Requirements:

• 2 or more years of third party or late-stage first party collections experience
• Previous experience in a call center environment
• Strong phone communication and verbal skills, with the ability to actively listen and provide assertive solutions.
• Experience using collection systems and automated dialers, with the ability to talk and type simultaneously.
• Preferred knowledge of CFPB, TCPA, and relevant state collection laws.
• Basic proficiency in navigating multiple computer systems.
• Bilingual in Spanish is a plus

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status. At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected]. Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility). This posting is open for thirty (30) days.