Payment Services, Debt Specialist

Objective:
This position is responsible for researching, investigating, and collecting on new and existing customers that potentially owe debts to increase recovered revenue. Research accounts with potential prior debt or fraudulent misrepresentation at the time of service connect request. The Debt Specialist will be responsible for communicating directly with customers in an attempt to collect prior debt or define payment arrangements.

Key Responsibilities:
• Research accounts with potential prior debt and communicate with potentially fraudulent or prior debt customers via phone
• Take action based on transaction characteristics as appropriate and necessary
• Manage risk and fraud records on case management system
• Maintain thorough and current knowledge of all federal, state and local regulations as well as internal policies
• Consistent and punctual attendance
• Work High Priority cases alerted by the Fraud Management System
• Contact customers by phone or letter in attempt to collect debt and save install or avert losses
• Work Low Priority cases alerted by the Fraud Management Software by thoroughly researching and investigating cases through different sources to verify if potential revenue exists from the case
• Demonstrate friendliness and professionalism when dealing with customers
• Answer inquiries for customers calling in regarding existing cases from Neustar
• Support Customer Care/Sales/Tech Dept with Fraud/Neustar issues
• Prompt and regular attendance
• Other duties as assigned to meet business needs

Required Qualifications/ Years Of Minimum Relevant Experience:
• Type 40 words per minute; use of telephone system and ten key by touch
• Proficient knowledge of Microsoft Excel and Office is a must
• Knowledge of basic accounting or bookkeeping, mathematics and general office procedures are a must
• Must be very detail oriented, have strong verbal, written and interpersonal communication and have the ability to exercise and apply sound judgment to billing disputes
• Must have excellent negotiation skills; very strong ability to influence; experience dealing with and resolving difficult and escalated issues are a must
• Experience in Collections and Customer service preferred
• This position strongly prefers candidates to be Bilingual in Spanish.
• Other duties as assigned by management.


Additional Required Specific Skills/ Expertise:
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to work independently with minimal supervision
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Preferred Qualifications/ Years of Minimum Relevant Experience:
This position strongly prefers candidates to be Bilingual in Spanish.
• • 1 to 3 years related experience and/or training; or equivalent combination of education and experience

Required Minimum Education/ And OR Certifications:
• High school diploma or general education degree (GED)

Materials and Equipment Used:
• Computer, telephone, ten key, copy machine and other office equipment