Collection Specialist

• Proactively contact past-due customers via phone to arrange payments, resolve delinquencies, or coordinate merchandise returns.
• Negotiate payment plans and work toward mutually beneficial resolutions while following company policies and compliance guidelines.
• Handle customer inquiries and provide clear, professional, and empathetic communication.
• Escalate complex or sensitive customer issues to the Account Management Supervisor as needed.

• Maintain accurate records of customer interactions, payment arrangements, and account activity in the company CRM system.
• Monitor account status and provide feedback to supervisors regarding trends, challenges, and opportunities for improvement.
• Follow up consistently to ensure past-due accounts are managed effectively and collection goals are met.

• Adhere to all company policies, procedures, and regulatory requirements, including federal and state debt collection laws (e.g., FDCPA).
• Support team initiatives to improve efficiency, collections processes, and customer outcomes.

• Achieve or exceed individual collection targets.
• Maintain high standards of customer service and professionalism in every interaction.
• Contribute to a productive and collaborative team environment.

• 1-2 years of experience in collections, account management, or customer service, preferably in a rent-to-own, retail, or financial services environment.

• Strong communication and negotiation skills.
• Ability to handle challenging customer interactions with professionalism and empathy.
• Basic proficiency with CRM software, Microsoft Office, and data tracking for performance metrics.
• Strong organizational and time-management abilities.

• High school diploma or equivalent required; associate's or bachelor's degree in business, finance, or related field preferred.

• Knowledge of debt collection regulations (e.g., FDCPA) is a plus.
• Ability to work in an office setting with occasional after-hours calls if necessary.

Must comply with drug-free workplace program and pass pre-employment drug screen and background checks.