Collections Representative

ADP Middleware Test Company; Miami (FL); On-site; USD 19,000 - 28,000; Full time

Job summary

ADP Middleware Test Company in Miami seeks an Account Services Rep I to manage account services activities, maintain portfolio performance, and deliver high-quality customer service. The role may involve inbound calls and occasional outbound calls, including past due HOA collections, while ensuring compliance with applicable laws and internal policies.

Responsibilities include identifying accounts needing research or skip tracing, delivering clear information to owners, and adhering to training

Qualifications

• Experience as an account or customer service representative
• On-the-job training provided and prior experience preferred
• Ability to communicate clearly and professionally over the telephone

Responsibilities

• Communicate with owners by telephone to collect past due monies
• Identify accounts needing additional research or skip tracing
• Provide accurate information to owners during every interaction
• Follow training and quality models to ensure proper methods and quality service
• Use Positive Call Skill Drivers on every call

Skills

Telephone communication

Customer service

Problem solving

Education

High school diploma or GED

Job description

JOB TITLE: Account Services Rep I
DEPARTMENT: Account Services
REPORTS TO: Account Services Team Manager
FLSA STATUS: Hourly Non-Exempt

SUMMARY

This position is responsible for all Account Services activity on accounts to maintain the best possible portfolio performance and customer service. This may be done with the use of a predictive dialer as well as working manually from reports. Areas of responsibility are primarily inbound calls, but may include some outbound as well. Past due HOA (maintenance and taxes) are also collected. Responsible for complying with all Federal and State laws and regulations as well as internal policies and procedures.

DUTIES

• Communicate with owners by telephone in order to collect all past due monies owed on the account to include past due payments, past due down payments, documentation required to complete the purchase, past due maintenance, taxes, and use fees.
• Identify accounts that need additional research or skip tracing to be contacted and take necessary action to ensure the account is contacted in a timely fashion.
• Provide accurate information to owners regarding their account during every communication.
• Follow training and quality models to ensure proper Account Services methods are used and quality customer service is provided during even the most difficult calls.
• Use Positive Call Skill Drivers on every call.

SUPERVISORY RESPONSIBILITIES

No Supervisory Responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. In order to perform this job successfully, and individual must be able to perform each essential duty satisfactorily. Must have previous on the job training and a work history as a previous account or customer service representative. A year minimum is ideal.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to clearly, concisely, and diplomatically communicate over the telephone, present information in one-on-one and small group situations to customers, clients, and other team members of the organization effectively. Read and comprehend simple instructions, short correspondence, and memos. Write simple correspondence.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Compute rates, ratio, and percentages, draw and interpret bar graphs.

REASONING ABILITIES

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Deal with problems involving a few concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

Not Required

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a team member 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 duties of this job, the team member must have the ability to have a clean and neat appearance. Attire must be in adherence to company dress code policy. Operate a P/C, facsimile, telephone, calculator, copy machine, and other related office equipment. Sit at a desk, stand, and/or walk for extended periods of time. Be mobile within the department and around other corporate facilities. Visually review handwritten and computer generated documents, as well as view a P/C screen. Make and receive telephone calls. Use hands and fingers for handling or feeling. Talk and hear. Type 35 wpm. Lift up to 10 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Management may establish core hours, but this position requires the ability to work whenever and whatever hours required to satisfactorily achieve goals and objectives. Routine overtime and weekend hours will be directed by management as needed. Work hours are subject to change at management discretion. The noise level in the work environment is usually moderate.