Collections Specialist

3 weeks ago

Remote, Canada VC3 Full time

A Collections Specialist plays a critical role in ensuring that the company’s outstanding balances are collected in a timely and efficient manner. They must have excellent communication and negotiation skills, as well as strong analytical skills. They must also be able to work effectively in a team environment and be able to manage multiple priorities. Additionally, they must have a thorough understanding of collections laws and regulations.**Our People**:

- Our team members are collaborative, positive, and dedicated to mutual success. Transparency isn't just a buzzword here; it's a commitment to open communication, ensuring every voice is heard and valued. Guided by our core values — Passionately Curious, Own It, Go Beyond, and Serve as One — we’re here to create something extraordinary together.**Our Core Focus**:

- Our team members play a pivotal role in our focus: Serving those who serve with technologies for today and tomorrow that make life safe and simple. With nearly 30 years of specialized expertise, our team goes beyond conventional boundaries, delivering tailored managed services and cybersecurity solutions to our clients.**Your Growth**:

- We are a growth minded organization that prioritizes development, offering numerous opportunities for career advancement. Rooted in our core value of being Passionately Curious, VC3 offers a dynamic learning environment, emphasizing hands-on experiences and formal development programs that celebrate continuous learning to propel your career forward.Key Responsibilities
- Understand and follow “The VC3 Way”. This is our set of standards and processes that produce a predictable result for the client. You must be aware of and maintain our standards
- Contacting customers: Responsible for contacting customers who have overdue accounts to remind them of their outstanding balances and to negotiate payment arrangements
- Resolving disputes: Resolve any disputes or issues related to outstanding balances. This may involve working with customers, other departments within the company, or external parties
- Recording customer interactions: Maintain accurate and complete records of all customer interactions, including notes on conversations, payment arrangements, and other relevant information
- Analyzing account data: Analyze account data to identify trends and patterns
- Developing collections strategies: Develop and implement collections strategies that are aligned with the company's overall financial goals and objectives
- Participating in cross-functional teams: Work with other departments within the company and ensure that collections processes are properly aligned with other business processes

**Additional Responsibilities**
- Maintain accurate and real time timesheets
- Receive mentoring and feedback from peers and others
- Where appropriate, escalate complicated issues to a more senior resource or other appropriate teams
- Actively Participate in Team Huddles, L10 Meetings, One on One Meetings, and any other Team Meetings
- Attend training & team meetings as required
- Ensure work aligns with VC3 standards
- Assist VC3 team members as required
- Maintain constant and clear communication with clients and colleagues
- Collaborate with all VC3 departments to maximize client satisfaction
- Continuously provide feedback to help improve processes and procedures to provide superior service
- Provide or facilitate timely responses and guidance to client requests
- Maintain documentation, processes, and standards through the change management processes
- Maintain an in-depth knowledge of the products and services that are offered
- Additional duties as required

Skills, Knowledge & Expertise
- Empathy and Customer Service Orientation: Ability to understand and empathize with customers' financial situations while maintaining a professional and customer-centric approach.
- Strong Communication Skills: Excellent verbal and written communication skills to effectively interact with customers, negotiate payment terms, and resolve disputes or issues.
- Negotiation and Persuasion: Proficiency in negotiating payment plans, convincing customers to make timely payments, and resolving delinquencies.
- Active Listening: Ability to actively listen and understand customers' concerns, objections, and reasons for non-payment.
- Problem-Solving Abilities: Aptitude for analyzing customer accounts, identifying potential issues, and developing appropriate strategies to recover outstanding payments.
- Organizational Skills: Strong organization and time management skills to handle a large volume of accounts, prioritize collection efforts, and meet targets and deadlines.
- Resilience and Persistence: Ability to handle rejection, remain persistent in collection efforts, and maintain a positive attitude when faced with challenging situations.
- Attention to Detail: Meticulousness in reviewing account information, ensuring accurate recording of payment details, and documenting collec

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