Collections Specialist

About the Opportunity

This role supports a leading smart home security provider in the U.S. focused on protecting and connecting families, businesses, and commercial customers. As a Collections Specialist, you are responsible for delivering exceptional customer service by efficiently resolving account issues and ensuring compliance and quality standards.

Responsibilities

• Resolve inbound and outbound calls using multiple applications and screens
• Respond to billing inquiries and resolve account issues
• Negotiate and obtain payments immediately or postdate within 7 days
• Direct customers to appropriate teams for out-of-scope issues
• Clearly explain billing charges and answer related questions
• Use probing questions to overcome objections through negotiation
• Meet monthly performance standards and goals
• Comply with all compliance and quality assurance standards
• Flexibility to work overtime on special projects as needed
• Maintain attendance and adherence goals
• Ensure reliable high-speed internet connection with hardwired ethernet (DSL, Cable, or Fiber only)
• Maintain internet speeds of at least 25 mbps download and 15 mbps upload

Requirements

• High school diploma or equivalent
• Minimum of one year in first-party collections (non-A/R) including car loan, financial, or credit card collections
• Customer service experience in a remote setting
• Ability to navigate multiple computer screens and applications simultaneously
• Strong negotiation skills
• Basic typing, math, and problem-solving abilities
• Strong verbal communication skills
• Ability to multitask using multiple computer programs
• PC experience or ability to learn basic computer functions

Benefits & Perks

• Healthcare benefits
• 401(k) plan with company match
• Short-term and long-term disability coverage
• Life insurance
• Wellbeing benefits
• Paid time off with accrual of up to 120 hours in the first year
• Six paid holidays and weekends off

Compensation

Starting hourly rate of $17.00 per hour, increasing to $20.00 per hour after 24 weeks with incremental increases of $0.50 every 4 weeks.

Training and Schedule

• Onsite training for 9+ weeks in Jacksonville, Florida, 8:00am – 4:30pm EST with a 30-minute lunch
• Transition to remote work after training
• Shift start times range from 10:00am to 12:30pm EST, Monday through Friday

Key skills/competency

• Collections
• Billing
• Customer Service
• Negotiation
• Compliance
• Communication
• Multi-tasking
• Problem-solving
• Remote work
• Technical aptitude