Collections Representative

Job Title: Collections Representative

Position

Reports To:

Manager or Supervisor, Collections Department

Customers: Debtors and Merchants

Department: Collections Department

Summary:

A Debt Collections Representative is assigned to a dedicated debt portfolio and provides a consistently high level of support to Pavilion Payments’ collections department by contacting check debtors via the telephone to obtain payment for returned checks and applicable fees. In addition, a Collections Representative maintains the highest levels of compliance FDCPA, Regulation F(CFPB), TCPA, state laws and departmental procedures.

• Fulfill Fair Debt Collections Practice Act (FDCPA), Regulation F, TCPA, and state regulated mandate criteria to ensure that compliance is always adhered to.
• Communicate effectively with our VIP Patrons debtors in accordance with debtor information and the nature of the call.
• Ensure that all attempts to recover outstanding debtor accounts are pursued with the highest levels of urgency and integrity in alignment with standard operating procedures and the laws centered around debt recovery.
• Notate debtor account accurately every time an attempt has been made to contact the debtor. Maintain and update debtor account information.
• Maintain promises made vs. promises kept ratio.
• Maintain Departmental performance production standard in alignment with monthly and quarterly objectives.
• Adhere to departmental lunch and break schedule.
• Perform other duties and responsibilities as assigned.
• Provide immediate feedback to departmental and risk management in alignment with our standard operating procedures.

• Working with Others - Works with other Collections Reps. and Management to accomplish individual and Company service levels and goals. Display enthusiasm and promote a friendly group working environment.
• Delighting Customers – Addresses the purpose of the call to the debtor and apprises them of the best solution possible to rectify the debt quickly and accurately. Uses informative and professionally direct techniques to ensure the debtor’s experience is resolved efficiently, so the consumer is not negatively impacted at any other future point-of-sale transactions.
• Embracing Change - Maintains commitment to FDCPA, regulation F, TCPA and state mandate compliance and departmental integrity in stressful situations. Remains open-minded and reacts quickly to new information. Adapt to varying debtor inquiries.
• Attention to Detail – Follows detailed procedures and ensures accuracy in documentation and data. Transition smoothly from one debtor account to another during predictive dialing campaign. – Decision Making and Problem Solving – Follow guidelines and takes action in solving problems with a realistic understanding of issues. Recognizes possible escalation of a call and can act quickly either to professionally diffuse the scenario or alert a supervisor.

• Blend technical knowledge and educate debtors on Pavilion Payments involvement as the assignee of the check and provide an immediate resolution that will not hinder our merchant’s relationship with the consumer towards future transactions. Trained on more than one platform.

• 1-3 year consumer collections experience preferred.
• High school diploma or equivalent.
• Telephone based customer service or telemarketing experience is preferred.
• Ability to complete multiple tasks in a fast-paced environment to transition quickly from one call request to another.
• Ability to follow all company policies and procedures, as well as internal departmental procedures to ensure consistent treatment of customers.
• Ability to work in team driven environment yet be able to work independently to complete daily expectations.
• Must have good organizational skills, good interpersonal communication skills (written and oral) and be detailed oriented.
• Ability to make accurate decisions based on customer data provided and departmental guidelines to reach one call resolution.
• Willingness to take ownership for own work.
• Must be flexible and customer focused.
• Possess a positive attitude to ensure a positive…