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About the Role
Contact past due customers to understand their circumstances, negotiate payment arrangements, assess risk, and provide service. Responsible for analyzing funded credit risk through the general maintenance of existing customers.
Responsibilities
- Communicate effectively, orally and in writing, with customers to negotiate and obtain immediate payment and resolve delinquent account balances.
- Educate customers on terms and conditions and alternative payment methods.
- Manage and avoid creating conflict when interacting with customers.
- Manage multiple portfolios.
- Utilize judgment and experience to make decisions that balance risk, quality, productivity, corporate objectives, and customer retention.
- Manage delinquencies to prevent progression to the next level.
- Apply industry knowledge, departmental policies and procedures, and the Fair Debt Collection Practices Act to make appropriate collection decisions.
- Apply consistency in work processes.
- Utilize multiple systems and collections tools to reach the right party contact.
- Document accounts appropriately and ensure follow-up.
- Participate in associate education and development through company training programs and pursuit of industry information.
- Perform additional duties and participate in special projects as required.
Requirements
- Working knowledge of FDCPA and any other applicable Federal laws.
- Bachelor’s Degree preferred or equivalent work experience (1-2 years in a related field).
- Enthusiasm for automation, AI, and emerging technologies, with a desire to explore their application in business processes.
- Basic accounting knowledge.
- Effective oral and written communication skills.
- Analytical skills.
- Sound decision making and judgment.
- Flexible and adaptable to change.
- Detail-oriented.
- Ability to maintain confidentiality of customer and company information.
- Organized with strong time management ability.
- Working knowledge of Google Suite.
- Ability to be productive while maintaining quality.
- Results-oriented.
- Self-motivated.
- Basic Skip Tracing knowledge.
- Must pass a successful background investigation.
- Review account information and ask appropriate questions regarding the customer’s financial situation.
- Utilize account history and other available information sources to assess customer situations, offer solutions, and determine risk.
- Make daily decisions including establishing payment plans, setting follow-up, allowing/not allowing account reactivation, determining credit line adjustments, offering alternate payment options, and escalating accounts.
- Operate autonomously within departmental rules and guidelines.
- Evaluate all available data, consider customer needs, and choose appropriate rules or guidelines to follow.
- Recognize situations warranting exceptions or outside-the-box solutions and present recommendations to management.
- Ability to perform tasks involving sitting, standing, walking, speaking on a telephone, listening, typing on a computer, and moderate lifting up to 25 lbs.
Skills
- FDCPA
- Federal laws
- Automation
- AI
- Emerging technologies
- Business process application
- Accounting
- Oral communication
- Written communication
- Analytical skills
- Decision making
- Judgment
- Flexibility
- Adaptability
- Detail orientation
- Confidentiality
- Organization
- Time management
- Google Suite
- Productivity
- Quality maintenance
- Results orientation
- Self-motivation
- Skip Tracing
- Competitive
- Persistent
- Assertive
Experience Level
- 1-2 years in related field
Education Level
- Bachelor’s Degree preferred
- Equivalent work experience in lieu of degree
Salary/Compensations
- $18.30 - $20.60
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Retirement savings plan
- Paid time off
- Health savings account
- Flexible spending accounts
- Life insurance
- Disability insurance
- Tuition reimbursement
- Quarterly or annual bonus (for non-sales roles)
- Commission (for most sales positions)
About the Company
- WEX is a global commerce platform that helps businesses solve operational complexities like employee benefits, managing and mobilizing fleets, and streamlining payments.
- The company has over 6,500 employees.
- WEX works with large and small companies in more than 200 countries and territories.
- Services can be tailored to meet unique business needs.
- WEX hires people who share a passion for continuous innovation and unparalleled client service.
- Offers comprehensive and market competitive benefits designed to support personal and professional well-being.
- Provides opportunities for a growing career.
Equal Opportunity
- WEX is an equal opportunity employer committed to diversity and inclusion in the workplace.
- All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, sexual orientation, gender identity, protected veteran status, disability or other protected status.
- WEX promotes a drug-free workplace.
- Qualified individuals with a disability have the right to request a reasonable accommodation.
- Requests for reasonable accommodation due to disability during the job application process should be submitted through the Reasonable Accommodation Request Form.
- The Reasonable Accommodation Request Form is for accommodation requests only and cannot be used to inquire about application status.