Delinquency Resolution Specialist

Farmers Home Furniture; Shelbyville (TN); On-site; USD 32,000 - 46,000; Full time

Job summary

Farmers Furniture is seeking a collections associate to locate, notify, and secure payments from customers with delinquent accounts at our Shelbyville, TN location.

The role includes contacting customers, processing payments, maintaining a cash drawer, and supporting store operations. Travel to customer homes for collections and possible repossession assistance may be required with managerial approval.

Qualifications

• High School Diploma or GED required; six months experience in payment collections or general office procedures.
• Must possess and maintain a valid State Driver’s License.

Responsibilities

• Sends text messages, mails form letters and/or late charge notices to customers to encourage payment of delinquent accounts.
• Confers with customers by text or telephone attempting to determine reason for overdue payment, reviewing terms of sales, service, or credit contract with customer in an attempt to gain payment.
• Documents all correspondence and attempted correspondence with customers concerning accounts.
• Receives payments and posts amount paid to customer’s account.
• Maintains and balances their assigned cash drawer ensuring that the drawer is locked and the key removed when the drawer is left unattended.
• Travels to customers’ homes as required to collect on late payments; assists with repossessions of merchandise, if necessary, upon approval of the Store Manager.
• Prepares paperwork prior to legal action to be initiated against severely late‑paying customers.
• Initiates credit investigations by telephone for new credit account applicants under the direction of the Credit Manager.
• Logs details of work activities on a daily, weekly, and monthly basis.
• Receives various documentation and reports; reviews, processes, responds, distributes, files, maintains, and/or takes other action as appropriate.
• Operates a personal computer, printer, calculator, copy machines, telephone, or other equipment as necessary to complete essential functions, to include the use of word processing, spreadsheet, database, or other system software.
• Logs customer service requests into PQA and schedules merchandise repairs for customers.
• Assist customers on the sales floor as assigned by management to include participation in the sales floor rotation, greeting customers, demonstrating products, completing sales write ups, and updating CRM.
• Maintains an acceptable sales quota as established in weekly, monthly, and annual store goals as assigned by the Store Manager.
• Complies with Store Operations Customer Service Counter and Telephone Standards.
• Upholds and promotes our H.O.M.E. values: Helping others, developing Ordinary people to do extraordinary things, being a Motivated owner that cares, and Ensuring that excellence is a habit personally and for those entrusted to them to lead.

Skills

Payment collections

Office procedures

Customer service

Cash handling

Education

High School Diploma or GED

Job description

Farmers Furniture is seeking a collections associate to locate, notify, and secure payments from customers with delinquent accounts at our Shelbyville, TN location.

The role includes contacting customers, processing payments, maintaining a cash drawer, and supporting store operations. Travel to customer homes for collections and possible repossession assistance may be required with managerial approval.