About this role
Job Description: A. PURPOSE OF THE POSITION The Collector (Collections Agent) is responsible for managing delinquent consumer accounts through inbound and outbound communication. This role focuses on resolving past-due balances, negotiating payment arrangements, and delivering a positive consumer experience while maintaining strict compliance with all regulatory, client, and company requirements. B. EDUCATION AND EXPERIENCE PREFERENCES • Senior High School diploma or equivalent required • Experience working in a team-oriented environment • Strong verbal communication and negotiation skills • Ability to work in a high-volume, metric-driven environment • Self-motivated, coachable, and results-oriented • Prior experience in collections, customer service, sales, or BPO preferred • Basic knowledge of collections regulations (e.g., FDCPA) is a plus; training provided C. DUTIES AND RESPONSIBILITIES Consumer Interaction & Account Resolution • Handle inbound and outbound calls regarding past-due accounts • Negotiate and secure payment arrangements in accordance with company and client guidelines • Promote timely resolution of accounts with consumers or authorized representatives • Attempts to secure immediate or current-month payments were permitted Account Management & Follow-Up • Maintain ownership of assigned accounts, including tracking payment commitments • Conduct timely follow-ups with consumers who have expressed intent to resolve balances • Accurately assess account status and determine appropriate next actions Work Management & Systems Usage • Effectively manage individual work queues, including: o Setting reminders, holds, and follow-ups o Monitoring Payer Activity o Routing accounts to appropriate queues • Accurately document all account activity in real time while on calls • Ensure all system updates are complete, accurate, and timely Performance & Quality • Meet or exceed established production, quality, and compliance targets • Adhere to call flow guidelines and departmental standards • Maintain professionalism and positive representation of the company in all interactions Compliance & Knowledge • Maintain up-to-date knowledge of applicable federal, state, and local regulations • Adherent to all company policies, procedures, and compliance standards Additional Duties • Perform other duties as assigned by leadership Physical & Work Requirements • Ability to remain seated for extended periods (up to 85% of shift) • Ability to move within the office as needed • Ability to operate standard office equipment • Ability to communicate clearly and effectively with consumers and colleagues • Ability to comply with all regulatory and company communication standards • The Company reserves the right to change or assign other duties to this position as appropriate. o Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities. o Must be able to remain in a stationary seated position up to 85% of the work shift. o Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings. o Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine. o Must be able to exchange accurate information with co-workers, consumers and/or clients or vendors who have work related inquiries. D. ACCOUNTABILITY/MEASUREMENT Business Performance • Collection liquidation and revenue contribution • Payment conversion and secured payments (including urgency payments) • Audit and quality performance (internal and external) Productivity & Work Effort • Number of completed calls • Accounts worked • Conversion rate Planning & Commitments • Value and volume of future payment arrangements • Promise-to-pay fulfillment rates • Long-term payment plan effectiveness Organization & Compliance • Effective queue management and organization • Proper use of action/result and status codes • Adherence to compliance and operational standards • Professional representation of CBE with consumers, clients, and colleagues CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.