Collections Agent Job Description

Collections Agent Job Description

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Collections agent provides information related to collection practices and policies in response to three states’ public service commissions and other complaints.

Collections Agent Duties & Responsibilities

To write an effective collections agent job description, begin by listing detailed duties, responsibilities and expectations. We have included collections agent job description templates that you can modify and use.

Sample responsibilities for this position include:

Manages and performs collection servicing activities for open, business purpose loans and leases from 0 – 90 days past due excluding classified and non-accruing loans
Contacts customers or Relationship Managers to review and determine the cause of loan delinquencies
The value of payments received / promised against the delinquent balances
The volume and quality of outcome on accounts worked
Overall call quality including compliance and adherence to the call scripting and training and the relevant legislation
Apply your talents to connect with customers and reach a mutual agreement for payment of their debt
Ensure a good balance between quality Customer Care and effective collections techniques
Minimize the bank’s exposure to loss and take appropriate action to mitigate risk
Prioritize effectively and handle volume calls, while maintaining a professional and personable approach
You will communicate with customer to obtain relevant information and reach an agreement to pay their debt

Collections Agent Qualifications

Qualifications for a job description may include education, certification, and experience.

Education for Collections Agent

Typically a job would require a certain level of education.

Employers hiring for the collections agent job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Accounting, Finance, Business/Administration, Associates, Business, Accountancy, Economics, Criminal Justice, Science, Public Administration

Skills for Collections Agent

Desired skills for collections agent include:

Commonly used collections practices and procedures
Auto industry
Word and Excel
Fair debt collection practices
Loan collection policies and procedures
Microsoft Office
Phone dialer functions and call campaigns
Related laws
Accounting and collection practices
Automobile retail operations

Desired experience for collections agent includes:

Commit to working 3 week night shifts of 4 hours each, between 4pm - 11pm, and Saturdays 7.5 hour shifts between 8am - 7pm
Collect outstanding late stage, low risk accounts for an assigned portfolio of various products
You reach out to customers to collect payment for overdue bills, loans, or other payments
Reduction of aged receivables within company guidelines
Collaborate with Customer Account & Strategic Account Owners, & Sales Team
Generating revenue through fee collection

Collections Agent Examples

1

Collections Agent Job Description

Job Description Example
Our growing company is looking for a collections agent. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for collections agent
  • Be responsible to manage outgoing and incoming calls to multiple countries, adhering to the methodology established by conducting a timely recovery
  • Reduce delinquency rates through effective management, persuading the client to a solution and offering solutions of adequate payment schemes
  • Use a lot of creativity and perseverance in the management of problematic accounts to obtain the cooperation of the client, preventing the category without accrual of interest or cancellation in books and protecting the interest of the Bank
  • Be responsible for providing an effective, direct and informed service through daily interactions to create a relationship of mutual trust with our customers, suppliers and other employees
  • Ensuring that problems are adequately documented
  • That matters in their discretion be resolved to the satisfaction of the client or when they are not within their discretion that they are referred to the team leader for resolution
  • Ensuring that commitments have been met
  • Recommending actions that will prevent recurring problems, where possible
  • Understanding and adhering to the rules and procedures of the complaint resolution process of the Bank's clients
  • Ensuring that PLD / PFT policies are understood and adhered to
Qualifications for collections agent
  • Prior experience working in a software company a plus
  • Computer abilities to navigate systems, the Windows environment
  • Ensuring that Know Your Customer (KYC) policies are understood and adhered to
  • Familiarizing with the PLD / PFT rules, which affect the business activity of the unit
  • Providing directives to staff regarding LDP / PFT local and group policies
  • Familiarizing themselves with the local laws and regulations of the countries that are supported or supervised
2

Collections Agent Job Description

Job Description Example
Our company is searching for experienced candidates for the position of collections agent. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for collections agent
  • Sending required PLD / PFT reports, including the Unusual Operation Report
  • Assisting in obtaining additional information from customers regarding the Unusual Operation, Know Your Customer, , reports that are required
  • Ensuring that training on LDP / PFT issues is conducted according to established policies and procedures
  • Recognizes different co brand account situations and uses appropriate collection techniques
  • Collecting on overdue debts
  • Utilizing customer service skills to speak with customers in a friendly manner
  • To field inbound call requests and make outbound calls (manual and dialers) for collections
  • To thoroughly understand each contract and related process so you can make communicate concisely with each customer
  • Process check-by-phone and/or ACH requests accurately
  • To document each call while on the call and to be able to execute all changes and documents on the line
Qualifications for collections agent
  • Through knowledge of the collection policies and procedures for personal banking and small companies of the Bank
  • Adequate knowledge of the Bank's personal and small business lending policies and procedures
  • Knowledge of all products and services for personal banking and small businesses
  • Adequate knowledge of legislation and legal procedures all legal implications that have an impact on recovery and losses
  • Basic computer skills (eg, Windows management and able to work with Windows-based programs)
  • Good writing skills as correspondence on collection should be presented in an informative, concise and professional format
3

Collections Agent Job Description

Job Description Example
Our company is looking for a collections agent. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for collections agent
  • Contacting customers/clients by telephone and/or written correspondence and arranging repayment schedules in order to minimize loss to the organization
  • Monitor and collect revenue from on-street parking meters and pay stations in parking lots and/or parking garages and issue parking citations for vehicles in violation of ordinances in accordance with policies and procedures, by following an assigned route
  • Upload hand-held computer to obtain current information required for work on a daily basis
  • Screen for parking placards and permits for special privileges within approved areas
  • Trouble-shoot meter jams and correct malfunctions, replenishing receipt paper and change as needed
  • Maintain cleanliness of parking equipment and facilities
  • Resolve customer complaints in accordance with policies and procedures
  • Maintain and care for all company issued equipment
  • Assist with any special assignments and projects as requested
  • Initiate outbound calls and take incoming client calls
Qualifications for collections agent
  • Associates Degree in Business or HS degree with 5+ years in Commercial Collections field
  • Excellent Customer Service skills exhibited both in written and verbal communication
  • Prior experience in MS Excel – Please list and describe experience formatting and using V-Lookups
  • Prior experience handling large volume of daily emails – Please include previous email volume handled at prior jobs on resume/in write up
  • Prior experience writing professional emails
  • Proficient in MS Windows/Outlook
4

Collections Agent Job Description

Job Description Example
Our company is looking to fill the role of collections agent. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for collections agent
  • Identify risk situations and escalate if appropriate
  • Provide recommendations for legal or third party collection activity for specific cases
  • Collection of all Retail Collection accounts presented to the Early Stage Delinquency Buckets
  • Ensures all necessary and relevant information is gathered to analyze the status of the account through direct telephone contact with the client
  • Ensures the integrity of the client documentation is timely and properly maintained
  • Maintains accurate diary dates in the Collections system(s) to ensure consistent follow-up with the clients as defined in the Collections Process
  • Expected to process work volumes/contact client as measured by established service quality standards
  • To deliver all exercises / administrative duties in a timely manner ensuring meaningful content
  • Deliver professional level of customer service to internal and external stakeholders and ensures a professional standard of client care and experienced is maintained, resolving issues at source and referring as required
  • Place outbound calls to delinquent account holders on outstanding balance accounts up to 150 days
Qualifications for collections agent
  • 2+ years of commercial credit / collections’ experience, or 2+ years of experience in an email heavy customer service role interacting with technical end users
  • Prior experience handling large volume of daily emails
  • Assertive communication expected
  • Minimum one year of experience in collections and/or customer service activities
  • Must be able to work the scheduled shift of 1-10pm
  • Must be fluent in Portuguese, English and Spanish
5

Collections Agent Job Description

Job Description Example
Our company is growing rapidly and is looking for a collections agent. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for collections agent
  • Correctly record transactions and customer interactions with defined detail
  • Receive inbound calls from delinquent account holders to answer questions or making payment arrangements
  • Follow all federal and state guidelines including FDCPA
  • Under the support and guidance of a Team Manager, you will be in contact with customers who are seeking our help with the financial difficulties they are experiencing
  • It will be your job to build and maintain the customer relationship, being mindful of those in sensitive or vulnerable positions, and negotiating a fair and sustainable payment plan
  • Speaking to customers over the phone and via mail, you will also be in contact with solicitors, agents and advice centres such as CAB and Step Change
  • Be in contact with customers who are seeking our help with the financial difficulties they are experiencing
  • Build and maintain the customer relationship, being mindful of those in sensitive or vulnerable positions, and negotiating a fair and sustainable payment plan
  • Make customers aware of any consequences and implications of their accounts being in arrears, from fees being applied to the account to taking legal action and repossession of property
  • Contacting our customers aiming to collect full payments on aged accounts including negotiating payment arrangements to bring accounts current
Qualifications for collections agent
  • Customer Service and Call Center experience is a plus
  • Ability to handle a high volume of calls with confidence
  • Ability to exercise discretion, tact, and courtesy
  • Dependable and able to adhere to schedule
  • Ability to pass a criminal background check including felonies and misdemeanors
  • Call Center and/or Collections Experience is preferred

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