Department:Operations
Reports To:Team Leader/Production Manager
FLSA Status:Non Exempt
Summary
Contacts debtors to facilitate repayment of financial obligations owed to FRS clients to ensure that production goals are met.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
1. Manages time and resources using the Collection Resource System (CRS) to effectively maximize their efforts to manage an assigned portfolio of aged receivables in accordance with client and company work standards and operating procedures.
2. Documents telephone calls made and/or telephone conversations using codes, appropriate abbreviations and in some cases, detailed notes regarding the conversation ensuring that federal and state third party collection regulations have been followed.
3. Provides effective and thorough coverage on entire assigned portfolio on a regular and consistent basis.
4. Enters daily task sheets as requested by team leader or production manager to indicate performance level at current point in time and to track performance to goal for month.
5.Traces skips (debtors who change residence without notifying creditors) for creditors or other concerned parties to gather current contact information.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.
Design - Generates creative solutions; Demonstrates attention to detail.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Customer Service - Manages difficult or emotional situations; Responds promptly to debtor requests; Assists others as needed; Meets commitments.
Interpersonal Skills - Focuses on solving conflict; Maintains confidentiality; Keeps emotions under control.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens to information presented and gets clarification as needed to ensure understanding of job responsibilities and expectations; Responds well to questions and requests.
Written Communication - Writes clearly and informatively; Presents numerical data effectively; Able to read and interpret written information.
Teamwork - Exhibits objectivity and openness to others’ views; Contributes to building a positive team spirit.
Diversity - Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment.
Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values.
Judgment - Includes appropriate people in decision-making process; Makes timely decisions.
Motivation - Sets and achieves daily, weekly and monthly goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality - Demonstrates accuracy, thoroughness and the ability to retain and apply information presented; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity.
Safety and Security - Observes safety and security procedures; Uses equipment and materials properly.
Adaptability - Adapts to changes in the work environment; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality - Is consistently at work and on time based on the work schedule entered for the week; Takes lunch at scheduled time, returning on time; Breaks are taken as scheduled.
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Commits to extra hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
Initiative - Undertakes self-development activities; Takes independent actions and calculated risks within guidelines of the organization; Looks for opportunities; Asks for and offers help when needed.
Innovation - Meets challenges with resourcefulness; Develops innovative approaches and ideas.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
At least one year certificate from college or technical school is preferred; or three to six months related experience and/or training; or a combination of education and experience providing equivalent knowledge.
Language Skills
Ability to read and comprehend simple instructions, short correspondence, and memos.Ability to write simple correspondence.Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.Bi-lingual in Spanish is desired.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.Ability to compute rate, ratio, and percent.
Telephone Skills
Ability to use the telephone by dialing the number correctly using long distance dialing methods and taking into consideration time zone differences.Ability to wear a head phone.
Reasoning Ability
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills
To perform this job successfully, an individual should have knowledge of CRS collection management system software, CBR and Fast Data tools.
Certificates, Licenses, Registrations
Ability to pass the FDCPA collection law test and obtain a collector license.
Other Skills and Abilities
Knowledge of the systems, clients and services of the company.
Knowledge and understanding of the company’s business objectives and goals.
Knowledge of FDCPA and State laws regarding third party debt collections.
Knowledge of and ability to use personal computers and related software and programs.
Skill in typing using keyboard strokes.
Skill in customer relations, such as the ability to respond with sensitivity and a sense of urgency to a debtor’s needs or requests.
Skill in basic math to perform simple equations such as addition, subtraction, multiplication, division and percentages.
Skill in prospecting such as identifying and contacting debtors with the ability to pay debt owed.
Skill in selling by implementing a sales plan through a telephone conversation and closing the conversation with a promise to pay.
Skill in skip tracing such as researching for contact information to locate debtor.
Ability to be flexible by adapting decisions or actions to facilitate the most productive work environment.
Ability to communicate professionally, both oral and written.
Ability to be self-resilient and maintain a positive self-image and attitude even under stressful conditions.
Ability to make sound business decisions under pressure.
Ability to access, utilize and interpret reference support materials (CBR, Fast Data, SIF parameters, letters, production reports, client information) designed to aid in the debt collection process.
Ability to retain, understand, comprehend and apply information provided and that is needed to perform the responsibilities of the job.
Ability to listen and to follow direction as needed.
Other Qualifications
To become a Senior Account Manager the associate must be employed with FRS for at least 12 months and must maintain a $10K/month fee average for the past rolling 12 months.
Must be able to work prime time hours each week including late nights and weekend hours to increase probability of debtor contact.
Must conduct business and perform job responsibilities within the guidelines of the Fair Debt Collection Practices Act (FDCPA) and State Laws pertaining to third party collections.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Disclaimer
This information is intended to describe the general nature and level of work being performed by people assigned to this job.It is not intended to be an exhaustive list of all responsibilities, skills and abilities required of employees within this job.