Debt Recovery Representatives
$29,120,000–$31,616,000 year
On-siteTampa, Florida, United States
Job Summary
Place outbound calls to customers with delinquent accounts to discuss balances and payment options. Use scripted dialogues and proven negotiation techniques to encourage timely payments and resolve outstanding debts. Engage with customers in a professional and empathetic manner, actively listening and addressing concerns or objections. Provide accurate information regarding account status, payment terms, and consequences of non-payment. Process payments over the phone, including credit card transactions, EFTs, and payment arrangements, ensuring accuracy and compliance. Document all customer interactions, payment arrangements, and account updates in the collections system or CRM. Adhere to regulatory requirements and company policies, including the Fair Debt Collection Practices Act (FDCPA). Generate reports and metrics related to collection performance, call outcomes, and recovery rates. Provide exceptional customer service by resolving inquiries and escalating complex cases when necessary. Build rapport and trust with customers to foster cooperation and positive outcomes.
Required Qualifications
- High school diploma or equivalent
- Proven experience in collections, customer service, or contact center environments
- Strong verbal and written communication skills
- Excellent interpersonal abilities, including active listening, empathy, and conflict resolution
- Ability to remain calm and professional under pressure
- Strong attention to detail, organizational skills, and proficiency in data entry
- Willingness to work flexible hours, including evenings and weekends as needed
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- college coursework or degree preferred
- Familiarity with collection software, CRM systems, and call center technology
- Knowledge of debt collection laws and compliance requirements
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
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