A/ R- Early Cure Collector

Duties and Responsibilities:

- Answer inbound customer calls, provide account balance details and collect payments in order to resolve customer accounts in arrears on the first call.
- Responsible for resolving customer service escalations and ensuring customer satisfaction is achieved.
- Communicate with debtors to negotiate timely repayment, attempt to bring resolution to unpaid accounts
- Provide thorough, efficient, and accurate documentation on all related activities to organizational guidelines.
- Educate our customers on our practices & procedures and self-service options to avoid future collection activity.
- Customer service focused.
- Focus on improving first call resolution results via customer satisfaction survey & employee satisfaction survey.
- Communicate effectively and possess excellent time management skills.
- Meet all Key Performance Indicators.
- Review team financial adjustments and ensure corporate policy is adhered to.
- Provide feedback and recommendations to management to implement processes improvements.
- Liaise with Financial Institutions regarding overpayments on customer accounts.
- Perform other duties as assigned by management.

Qualifications:

- Minimum 1-2 years of previous collections / call center and/or high-volume sales experience.
- Business or vocational knowledge learned through Community College - 1 Year Program.
- Demonstrate assertive/effective negotiation skills that bring in positive results for the company.
- Must demonstrate superior communication/telephone skills.
- Strong customer service, organization and communication (written and verbal) skills.
- Strong decision-making abilities, solid judgment and interpersonal skills for conflict resolution.
- Ability to multi-task in a fast-paced environment, meticulous attention to detail, work under pressure in a structured environment, tight deadlines, repetitive tasks anticipate delays communicate results.
- Must be flexible to work in a shift environment during the hours of operation, which are Monday to Friday 8:30 a.m. to 5:00 p.m. (which can change due to business needs).
- Ability to interact with colleagues in a team-oriented environment and work independently.
- Maintain confidentiality.
- Proficient with Microsoft Office (Excel, Word, Outlook), Windows.
- Must be self-motivated.
- Knowledge of internal systems an asset (People Soft, Bill view, I-View, Maestro).
- Displays Team Charter attributes.

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.