Apprentice

• Help customers resolve delinquent balances on Small Business and Consumer accounts.
• Manage your own portfolio of customer accounts and work toward positive recovery outcomes.
• Use communication, negotiation, analysis, and problem-solving to understand each customer’s situation and recommend appropriate actions.
• Balance collection results with professional customer experience, integrity & compliance.

Responsibilities

• Collect delinquent balances on Small Business and Consumer accounts.
• Manage an assigned client portfolio independently.
• Use skip tracing when needed to locate and communicate with customers.
• Handle different types of calls, including explaining account status, offering payment solutions, reducing delinquency, and preventing escalations.
• Analyze account details and customer circumstances to identify appropriate solutions.
• Negotiate with customers and influence positive outcomes.
• Maintain a high level of integrity and compliance during customer interactions.
• Contribute to customer outcomes, recovery efforts & overall department goals.

Qualifications

• Strong communication skills & the ability to adapt your communication style to the customer’s situation.
• Excellent negotiation, analytical, problem-solving & decision-making skills.
• Willingness to learn, adapt, and incorporate feedback.
• Strong time-management skills.
• Ability to navigate multiple computer systems and applications at the same time with speed and accuracy.
• Previous collections or sales experience is preferred.
• Experience managing a client portfolio is preferred