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Inbound Legal Collections Associate

Employment Type: Full Time

Work Hours: Fulltime 40 hours per week; • 8:00 am – 4:00 pm or 10:00 am – 6:00 pm. (Minimum of two 10:00 am – 6:00 pm shifts required per week.) • Variation of these hours can be discussed and considered.

Education Requirements

  • High school diploma or GED required; college education desirable.

Experience Requirements

  • Legal collection experience preferred.
  • Previous Call Center experience a plus.

Qualifications

  • Knowledge of the legal and regulatory framework affecting consumer collections.
  • Excellent negotiating and problem-solving skills; ability to handle conflict.
  • Excellent interpersonal and communication skills with the ability to interact with consumers as well as all levels of employees.
  • Ability to stay calm and deescalate calls and effectively collect and meet department goals while maintaining professionalism and mutual respect.
  • Proficient computer skills and have previous experience learning new software and systems.
  • Strong computer keyboard skills and use of calculator.
  • Demonstrated and consistent follow-through skills.
  • Detail oriented and able to multi-task in a fast pace environment.
  • Strong work ethic; performance and results driven while remaining a team player.
  • Adheres to the highest ethical standards and provide mutual respect to consumers and all levels of employees.
  • Ability to maintain the highest level of confidentiality.

Responsibilities

  • Interacts directly on the telephone with consumers, reviews account information and helps consumers establish repayment.
  • Answers consumer questions, setting up payment plans or negotiating settlements.
  • Establishes and negotiates payment for balance or settlement.
  • Educates consumer on the existing situation and find solutions that meet the consumers’ financial needs as well as the company’s business needs.
  • Listens and negotiates with consumer to secure commitment to pay and establish a method of repayment.
  • Maintains a professional and positive attitude, is respectful to both consumers and co-workers.
  • Works independently and effectively as a team.
  • Documents all communications and actions with consumer.
  • Properly verifies/updates account information & properly tasks accounts for the next step in collection process.
  • Deescalates calls and works with consumers to come to resolution on their accounts.
  • Follows all FDCPA rules and regulations and all compliance and business procedures.
  • Follows legal parameters and compliance requirements of state and federal mandates.
  • Follows Department and Company policies and procedures and communicates needed changes.

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