GENERAL FUNCTION: The mission of the Collection and Outbound Servicing department is to reduce losses and minimize risk by contacting delinquent and over limit cardholders. This will allow the representative to determine the reason for delinquency and make payment arrangements to return their accounts to a current or under limit status. Representatives will also participate in tele-servicing projects. This position requires good communication, and negotiation skills, as well as satisfactory keyboarding skills.
DUTIES AND RESPONSIBILITIES: Responsibilities include the following. Other duties may be assigned, at the discretion of management.
o Contact delinquent and overlimit cardholders to resolve/reduce past due status, resolve problems, and reduce account balances below the approved credit limit according to FDCPA regulations.
o Follow departmental and company policies and procedures.
o Utilize all approved collection strategies and programs (i.e. reage, reinstatement, payment plan, etc.) for payment on delinquent and overlimit accounts.
o Maintain accurate and complete documentation on customer accounts, client correspondences files, and adhere to established follow-up procedures.
o Be familiar with the host system, phone system, contact manager, Ontario dialer, and other computer programs for use on a daily basis to accomplish job responsibilities and objectives.
o Meet and maintain job requirements, performance standards, and Quality Assurance goals set by management.
o Adhere to established client empowerment guidelines.
o Tele-services as requested by the client (i.e. welcoming calls, client surveys, account verification, etc.).
o Adhere to all non-collections specific requirements outlined above.
SUPERVISORY RESPONSIBILITIES: None
KNOWLEDGE & SKILLS REQUIRED:
EDUCATION AND/OR EXPERIENCE:
High school diploma or general education degree (GED).
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to communicate effectively with individuals in a service oriented environment.
Ability to calculate figures and amounts such as proportions and percentages. Ability to apply concepts of basic algebra.
Ability to solve practical problems and deal with a variety of variables. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Vantiv - 19 months ago
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Vantiv, Inc. (NYSE: VNTV) is a leading integrated payment processor for businesses and financial institutions, processing more than 12.9...