Collections Specialist-

The Collection Specialist works under close supervision and follows specific procedures with detailed instructions to make initial contact with debtors, to inform them of delinquencies in their accounts and to advise them of the existence of several specific repayment and resolution options.  The Collection Specialist primary function is making routine collections and forwards more complicated accounts to the manager or lead collections specialist to form resolution. The collections specialist may perform entry level information gathering and verification for certain accounts when senior level employees or the site manager has recommended an account for Administrative Wage Garnishment/Litigation or have determined that the full balance cannot be collected due to bankruptcy, incarceration, medical disability, or death on the part of the debtor. In this role the position follows detailed instructions and procedures to contact employers, health care professionals, corrections/prison official, state and county record departments, debtors, and/or other third parties by telephone and/or in writing to request, gather and file necessary account information. The collections specialist will use specific scripts and procedures. This position may conduct follow-up communications with the debtors and employers regarding wage garnishment or rehabilitation programs. The Collections Specialist may receive and submit to the client hearing requests from debtors. This position is considered non-exempt, meaning the employee is eligible for overtime pay under the provisions of the Fair Labor Standards Act (FSLA).

Requirements:

• High School Diploma or GED required.
• Must Have a Real ID and Social Security Card
• Collection experience preferred
• Must be able to speak and read English clearly, professionally, and fluently
• Excellent verbal and written communication skills.
• Strong active listening skills and empathy.
• Experience with handling escalations, ensuring quality service, and improving customer experience.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• May be required to work overtime and scheduled holidays.
• Must work on-site at the Chicago, Illinois office location.
• Must complete and certify in all required internal training programs, including Outbound Call Center Debt Collections specific training.
• Must have the ability to work as a member of a team and collaborate with colleagues.
• Must have the ability to navigate multiple computer systems and enter data accurately while speaking with callers.