Collection Specialist

F. H. Cann & Associates, Inc.; Massachusetts; On-site; USD 39,000 - 52,000; Full time

Job summary

FHC is a growing debt collection firm seeking motivated individuals for a full-time call center role in North Andover, MA. You will contact customers to recover delinquencies, trace accounts, document interactions, and strive to meet daily, weekly, and monthly goals while complying with laws.

Experience in finance or customer service is a plus; bilingual Spanish is a plus. Shifts include 8am–4:30pm and 11:30am–8pm with occasional Saturdays, and reliable transportation is required.

Qualifications

• High school diploma or equivalent required.
• Experience in debt collection, banking, or customer service is a plus.
• Bilingual Spanish is a plus.

Responsibilities

• Establish contact with customers to recover delinquencies and offer repayment options.
• Locate/skip‑trace customers using skip‑tracing tools and internet access.
• Record accurate notes, update account status and customer information.
• Meet or exceed daily, weekly, and monthly performance goals.
• Adhere to consumer protection laws and company policies.

Skills

Negotiation skills

Communication skills

Time management

Customer service mindset

Education

High school diploma or equivalent

Tools

Microsoft Excel

Word

Outlook

Adobe Acrobat

Internet Explorer

Job description

FHC is a growing company, and we want you to be part of it. We have been in business for over 25 years, are family-owned, and are seeking motivated and compassionate individuals who strive to provide exceptional customer experience and services while complying with federal and state guidelines. Our safety protocols meet or exceed mandated standards. FHC has an expansive portfolio of clients in both the Public & Private Sectors.

Responsibilities

• Establish contact with customers to recover delinquencies and offer available solutions to repay their accounts placed with FHC.
• Locate/skip‑trace customers using state‑of‑the‑art skip‑tracing tools combined with internet access.
• Record accurate and detailed notes, update account status and customer information.
• Meet or exceed daily, weekly, and monthly performance goals, deadlines, and objectives.
• Adhere to consumer protection laws and FHC's standard practices and policies.

Competencies

• Strong verbal negotiation, and communication skills.
• Pragmatic, goal‑oriented, and able to work effectively in a fast‑paced office environment.
• Ability to resolve challenging situations calmly and interact professionally with customers.
• Excellent time management.
• Ability to work required full time schedule; 3 shifts 8am‑4:30pm and 2 shifts 11:30am‑8pm per week. (ad hoc Saturday's 8am‑12pm, only 2-3 per year.) Attendance and punctuality are a must. Reliable transportation is required.

Preferred Education & Experience

• Experience in Debt Collection Recoveries for Banks, Commercial, Taxes, Municipals, School Tuitions, and/or Cash Collections Sales, Telephone Customer Service, Telemarketing, Banking, Financial Services, Call Center, Or Administrative Preferred, But Not Required.
• Proficiency with Internet Explorer, Microsoft Excel and Word, Outlook email, and Adobe Acrobat.
• High school diploma or equivalent.
• Veterans encouraged to apply!
• Bilingual Spanish is a Plus.

Work Environment

Office role/ Call Center Location: North Andover, MA

Physical/Mental Demands

Physical Demands - While performing the duties of this role, an employee is frequently required to sit, talk, or hear, in person and by telephone; use hands to operate standard office equipment; reach with hands and arms. The employee could occasionally be required to or stand at their PC for the entirety of their shift.

Specific vision abilities required by this job include close vision and the ability to adjust focus. Abilities to stare at computer during the entirety of their shift.

Mental Demands - While performing the duties of this role, employees are regularly required to use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines; and interact with vendors and staff in the course of work.