Reports To:Production Manager
Status:Full-time, Hourly, Non-Exempt
Summary
Contacts debtors to facilitate repayment of financial obligations owed to FRS clients to ensure that production goals are met.
Essential Duties and Responsibilities include the following. Other duties may be assigned:
1. Manage time and resources, to include accurate entry of data, using the Collection Resource System (CRS) to effectively maximize their efforts to manage an assigned portfolio of aged receivables in accordance with client and company work standards and operating procedures.
2. Place and receive telephone calls to consumers. Document telephone calls made and/or telephone conversations using codes, appropriate abbreviations and in some cases, detailed notes regarding the conversation ensuring that federal and state third party collection regulations have been followed.
3. Provide effective and thorough coverage on entire assigned portfolio on a regular and consistent basis.
4. Complete daily task sheets as requested by team leader or production manager which indicate performance level at current point in time and track performance to goal for month.
5. Skip Trace (debtors/consumers who change residence without notifying creditors) for creditors or other concerned parties to gather current contact information.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens to information presented and gets clarification as needed to ensure understanding of job responsibilities and expectations; Responds well to questions and requests.
Quality - Demonstrates accuracy, thoroughness and the ability to retain and apply information presented; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity.
Attendance/Punctuality - Is consistently at work and on time based on the work schedule entered for the week; Takes lunch at scheduled time, returning on time; Breaks are taken as scheduled.
Language Skills
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Bi-lingual English/Spanish is desired.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.
Computer Skills
To perform this job successfully, an individual should have ability to accurately enter data into appropriate fields and possess working knowledge of CRS collection management system software, CBR and Fast Data tools.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.
Other Qualifications
Must be able to work prime time hours each week including late nights and weekend hours to increase probability of debtor contact.
Must conduct business and perform job responsibilities within the guidelines of the Fair Debt Collection Practices Act (FDCPA) and State Laws pertaining to third party collections.