Remote Collections Specialist

ADT; Jacksonville (FL); Hybrid; USD 23,000 - 28,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) with match

Disability insurance

Life insurance

Wellbeing benefits

Paid time off

6 paid holidays

Job summary

ADT is seeking a Collections Agent to handle inbound/outbound calls, resolve billing questions, and negotiate payments. Training is onsite in Jacksonville, FL for 4 weeks, then transition to remote work from home.

Qualified candidates have 1+ year in first-party collections, customer service experience, and the ability to navigate multiple applications while meeting QA standards. The role offers a clear path for salary growth and benefits.

Qualifications

• One year in first-party collections or related collections experience.
• Remote customer service experience in a fast-paced environment.
• Ability to navigate multiple applications and screens while staying compliant.

Responsibilities

• Resolve calls and review billing inquiries to resolve account issues.
• Negotiate payments and explain charges clearly to customers.
• Escalate issues to appropriate teams when needed.
• Maintain QA compliance and meet monthly performance standards.

Skills

Strong communication

Negotiation skills

Multitask

Remote work readiness

Education

High school diploma

Job description

Company Overview

ADT has been in the business of helping save lives since 1874. As the #1 smart home security provider in the U.S., we help protect and connect families, businesses and larger commercial customer every day. Our continuous innovation, advanced technology and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business or on the go. And as times change, so do we. Above all, our mission is clear: we help save lives for a living. Looking for a career where you can make a real impact? Join our team today and put purpose behind your paycheck. #WeAreADT

Position Summary

ADT is committed to hiring team members who are passionate about providing exceptional customer service - people who understand the importance of customer satisfaction and what it means to their career development. As a company that is well-positioned to continue meeting and exceeding our customers' evolving needs, ADT also takes pride in upholding a rewarding work experience for all of our team members.

Duties and Responsibilities

• Resolve inbound and outbound calls by using multiple applications and screens.
• Respond to general billing inquiries to review and resolve account issues.
• Ability to negotiate and obtain payments today or postdate within 7 days.
• Direct customers to appropriate team within ADT if issue is outside the scope of the collection's role.
• Ability to clearly explain billing charges and answer any questions related to billing.
• Ask probing questions to overcome objections by utilizing negotiation skills.
• Meet minimal standards/goals monthly.
• Meet all compliance and QA standards.
• Flexibility with special projects which may require overtime.
• Maintain appropriate attendance and adherence goals.
• High speed internet required: DSL, Cable or Fiber internet service with the ability to hardwire via ethernet from cable modem to your PC.
• 5G Home Internet and Fixed wireless internet are NOT accepted providers.
• Internet speeds of at least 25 mbps to download and 15 mbps to upload.

Education/Certification

• High school diploma or equivalent.

Experience

• Minimum of one (1) years in first-party collections (non-A/R), specific relatable experience includes: Car loan, financial and credit card collections including taking payments from customers and/or setting up payment arrangements, advising required payment amount.
• Customer Service experience in a remote setting.
• Multi Computer-screen navigation, multiple applications, strong negotiation skills.

Skills

• Basic typing, math, and problem-solving skills.
• Strong communication and verbal skills.
• Ability to multitask with multiple computer programs.
• PC experience and/or ability to learn basic functions.

Training

This role is onsite training in our Jacksonville, Florida location for 4 weeks training and 4 weeks onboarding onsite before transitioning to a remote work from home.

Training time: 8:30am - 5:30pm EST (30 min lunch).

Schedule: Our department is closed on weekends and most holidays, allowing our employees to enjoy every weekend off!

This role offers a shift schedules ranging from 11:30am to 12:30pm EST start time Monday - Friday.

Pay and Benefits Disclosure

The starting hourly rate for this position is $17.00 per hour and will reach $20.00 per hour after 24 weeks of employment. (You will receive incremental increases of .50 every 4 weeks until the rate of $20.00 is reached).

We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.

The anticipated end date for application submission is 9/15/2026. The role is scheduled to start 10/12/2026.

In the event a position is commission-based, compensation is solely based on the individual’s sales volume. This applies only to commission roles.

Los Angeles Applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Philadelphia Applicants: Background checks will be conducted during the employment process. Any information will be reviewed through an individualized assessment in accordance with the Philadelphia Fair Criminal Record Screening Standards Ordinance.

ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.