Collection Service Representative (CSR)

About the Role

Join a dynamic and expanding team-focused organization that values your expertise in collections, customer service abilities, and results-driven attitude. Enjoy the benefits of working remotely with flexible hours, opportunities for career progression, supportive leadership, and the rewarding chance to help customers while contributing to organizational goals.

Core Responsibilities

• Handle assigned queues or worklists with a target of placing at least 150 outbound calls daily; targets may be adjusted based on client assignments and expectations.
• Achieve internal quality standards including monthly account audits and call quality reviews, conforming to client-specific call quality metrics.
• Maintain daily performance standards and productivity as per the reporting requirements.
• Maintain a professional and courteous tone in all communications.
• Inform customers about outstanding payments, acquire payment status, timelines, or resolve issues preventing payments.
• Utilize client-specific systems to investigate and verify account details.
• Provide necessary documents such as invoices to account holders.
• Strive for continuous improvement in business knowledge, quality assurance scores, call volumes, and accounts handled daily.
• Keep organized electronic document and email storage, ensuring proper notation and saving in designated locations.
• Take full ownership of assigned accounts and collaborate within group queues as required.
• Contribute positively to team initiatives and participate in special projects as directed.
• Engage regularly with supervisors for performance reviews and coaching.
• Identify process improvement opportunities and propose effective solutions.
• Facilitate smooth communication and teamwork across diverse regions and cultures.
• Support 1st Party Accounts Receivable projects and act as backup within the 1st Party AR Department.
• Maintain strict professionalism and confidentiality with all entrusted information.

Additional Duties

The role may involve other tasks as assigned, with duties subject to change at the company's discretion.

Work Hours and Environment

The position requires adherence to a Monday through Friday schedule, from 8:00am to 5:00pm CST, with schedule variations possible depending on individual time zones and organizational needs. The job is fully remote and requires use of office tools such as computers, headsets, telephones, and webcams in varied noise-level environments.

Physical and Mental Requirements

This predominantly sedentary role entails frequent verbal communication, occasional standing and walking, hand usage for typing and mouse operation, close and general vision, and mental abilities including comprehension, decision making, and planning. Reasonable accommodations can be provided for individuals with disabilities.

Equal Employment Opportunity

The employer provides equal opportunities without discrimination based on race, religion, sex, age, national origin, disability, marital status, genetic information, domestic violence status, gender identity, pregnancy, sexual orientation, or military status.

Competencies

• Team collaboration on shared tasks and projects
• Professional comportment
• Strong verbal and written communication skills
• Effective comprehension abilities
• Excellent time management and organizational skills
• Basic mathematics proficiency
• Skilled telephone communication
• Proficiency in Microsoft Office applications

Educational Requirements and Language Fluency

Minimum: High School diploma or GED with at least 1 year of relevant transferable experience. Fluency in English is required; additional languages may be necessary according to location or client-specific needs.