Collections Representative

The Collector is responsible for managing early to mid-stage delinquency across a portfolio of commercial equipment leases and loans. Operating within Concord Servicing's results-driven, client-focused environment, this role uses consultative collection techniques, strong financial acumen, and disciplined account management to minimize roll rates, protect portfolio performance, and deliver a professional experience for a diverse commercial client base. Success in this role is measured by KPI attainment, cure rates, and the quality of account documentation.

Requirements Minimum 2-3 years of commercial collections experience; commercial equipment leasing or commercial lending strongly preferred.

• Working knowledge of the FDCPA and general collections compliance standards
• Proficiency with Microsoft Office Suite (Outlook, Excel, Word) and the ability to navigate multiple systems simultaneously
• Demonstrated negotiation and problem-solving skills with a track record of meeting performance targets
• Strong verbal and written communication skills; professional and composed demeanor under pressure
• Ability to manage a high-volume queue with accuracy and urgency in a deadline-driven environmen

Duties and Responsibilities:

Portfolio & Delinquency Management

• Manage an assigned work list of commercial accounts in early to mid-stage delinquency across equipment lease and loan portfolios for multiple clients
• Execute daily outbound contact strategies via phone, email, and digital channels to negotiate payment resolutions and bring accounts to current status
• Establish, document, and track Promises to Pay (PTPs); conduct timely follow-up on broken arrangements and escalate recurring non-responders
• Identify accounts in mid-stage delinquency with elevated risk indicators and prioritize contact intensity to prevent further delinquency progression
• Process ACH and payment arrangements within delegated authority and ensure accurate posting and reconciliation

Client Relationship & Account Investigation

• Review contract files, credit documentation, and transaction history to develop a complete understanding of each relationship before outbound contact
• Conduct skip-tracing using internal systems, internet research, and available data tools to locate customers, guarantors, and principals
• Partner with clients (lessors and lenders) to obtain updated credit profiles, entity information, or additional collateral data as warranted
• Engage customers in consultative conversations to understand their financial circumstances and collaboratively identify workable resolution paths within approved guidelines

Documentation & Compliance

• Maintain the daily Work-to-Be-Done (WTBD) queue with accurate and thorough notes, disposition codes, PTP dates, follow-up actions, and contact results in the servicing system of record
• Comply with all applicable federal and state collection laws including the Fair Debt Collection Practices Act (FDCPA) and client-specific servicing guidelines
• Adhere to Concord Servicing policies for data privacy, call recording, and regulatory compliance
• Identify accounts warranting Watch List placement or escalated action and submit recommendations to management with supporting documentation

Team Collaboration & KPI Performance

• Meet or exceed monthly KPIs including contact rate, PTP rate, cure rate, and roll-rate reduction targets
• Provide proactive support to late-stage delinquency collectors by delivering thoroughly worked and documented accounts on transition
• Participate in team huddles, client calls, and performance reviews; share best practices and contribute to a culture of continuous improvement
• Perform other duties as assigned by management

Benefits

• Salary 10,600
• Guaranteed Bonus 7,000 first month
• Food Vouchers 2,000
• Internet Bonus 400
• Medical Insurance
• Life Insurance
• Dental Insurance