Collections Specialist

Position is located in the Norwalk, CT office and is expected to work in the office 4 days per week. Position Overview: This position is responsible for servicing and collection of delinquent accounts through telephone and written correspondence while ensuring that all required collection activities are completed correctly and timely while protecting the interests of MHCA. Commitment to Internal Control: The incumbent must understand, abide by, and uphold the system of internal controls related to the essential duties and responsibilities of the position. Essential Duties and Responsibilities: Collection calls on all MHCA accounts - telephone delinquent debtors at established frequencies to resolve objections and secure payment using the MHCA approved payment methods available. Meet required criteria for call quality standards. Take effective steps to increase business revenues through proper collection activities on all past due open items, including rentals and sundry receivables. Accountable for the follow-up of all assigned accounts as needed to ensure completion of all required actions. Effectively manage assigned worklist. Fully document all conversations, correspondence, changes to file, bank account information, follow-up dates and all other pertinent items in a timely manner on the contract record. Deploy collection progression measures as and when necessary, including issuing demand letters, door knocks, and skip tracing to locate non-contactable debtors. Participate in various interdepartmental and company-wide projects and testing. Meet required productivity metrics, i.e., call volume levels, contacts made, payment promises secured, etc. Complete the necessary paperwork or electronic media necessary to assist in account reconciliation, required adverse action, and any reporting requirements. Maintain contact with vendors and/or dealers as a source for assistance with collection activity or locating debtors. Obtain and forward all necessary documents for customer restructure requests, process restructures within authority level. Prepare demand, default notice and miscellaneous correspondence when necessary. Prepare and place accounts for repossession, monitor and document activities. Prepare and request accounts that have been repossessed to be inventoried. Ensure that hand-offs to other departments are completed in a timely manner and in accordance with company policy. Participate in insurance tracking, claim resolution, and insurance reconciliation efforts. Serve as an overflow agent when necessary for other departments including Customer Service. Provide timely feedback to the company regarding service failures or customer concerns. Build and maintain dealer/vendor and customer relations with a high degree of internal and external customer service. May recommend repayment schedules and settlements to manage losses and make other recommendations to management as needed. Process dialer and/or pay by phones when requested. Timely process and resolve lien and impound notices. Participate in training sessions as needed and required. Perform all other duties as assigned. KPI's (Key Performance Indicators): Effort - number of account touches, number of phone calls. Effectiveness - number of accounts resolved, amount of net investment resolved. Responsibility and Decision-Making Authority: Act independently; Decision making within Company policy and delegation of authority. Management/Supervisory Responsibilities: None Qualifications: Desire to work within a team environment. Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, discounts, and percentages. Commitment to company values and policies. Must be PC/Windows literate; knowledge of Microsoft Office, Word, Excel, PowerPoint, and Internet; able to learn new and customized programs. Possess effective problem-solving skills to ensure timely problem recognition and resolution. Bilingual a plus. Competencies: Time management skills. Interpersonal skills. Verbal and written communication skills. Attention to detail. Education and Experience: Bachelor's Degree or equivalent experience preferred. 1-year related experience in Collections. Commercial collections and leasing industry experience a plus. Must have excellent customer service skills, self-motivational skills, self-confidence, and a positive attitude. Licensing and Certification: May be required for specific job assignments. Working Hours: Hours may vary and require evening work depending on business needs and may require working overtime. Tools and Equipment Used: Personal computer, phone, and other typical office equipment. Travel: Minimal, as needed for business needs. Physical Demands: Digital dexterity and hand/eye coordination in operation of office equipment. Light lifting and carrying of supplies, files, etc. Ability to speak to and hear customers and/or other employees via phone or in person. Body motor skills sufficient to enable incumbent to move from one office location to another. The job description does not constitute an employment contract, implied or otherwise, other than an "at will" relationship and is subject to change by the employer as the needs of the employer and requirements of the job change. The position is non-exempt and the salary starts at $53,000.00 - $58,00.00 with an opportunity for a discretionary annual bonus. The salary range is determined and based on internal equity, market data/ranges, applicant's skills, prior relevant experience, and education. Additional Benefits: Medical, Dental and Vision Plans 401(k) and matching Generous Paid Time Off Company paid Life Insurance Employee assistance program Training and Development Opportunities Employee discounts

Created: 2024-10-29