Collector II

Position Summary

The Third-Party Collector II is responsible for collecting past-due accounts placed with the agency by third-party clients. This position contacts consumers, negotiates payment arrangements, resolves account issues, and maintains accurate account documentation while complying with applicable federal and state collection laws, client requirements, and company policies.

Essential Duties & Responsibilities

• Manage an assigned portfolio of delinquent consumer accounts with limited supervision.
• Make and receive collection calls to obtain payment or establish acceptable payment arrangements.
• Properly authenticate consumers before disclosing account information.
• Use effective negotiation techniques to maximize account recovery while maintaining professional consumer interactions.
• Handle more complex, higher-balance, or difficult accounts than those typically assigned to Collector I.
• Review account history and consumer circumstances to determine appropriate collection strategies.
• Accurately document all calls, payments, promises to pay, disputes, and other account activity.
• Follow up on payment arrangements and broken promises in accordance with company procedures.
• Identify and appropriately escalate disputes, complaints, bankruptcy notices, deceased consumers, attorney representation, fraud claims, and other special circumstances.
• Meet or exceed established monthly collection, productivity, quality, and performance goals.
• Follow client-specific collection requirements and maintain appropriate knowledge of assigned client portfolios.
• Maintain confidentiality and safeguard consumer and client information.
• Comply with applicable laws and regulations, including the FDCPA, Regulation F, FCRA and TCPA, as applicable, along with company policies and procedures.
• Assist or provide guidance to less-experienced collectors when requested by management.
• Participate in compliance training, coaching, call monitoring, and performance-development activities.
• Perform other collection-related duties as assigned.

Qualifications

• High school diploma or GED required.
• Typically 2+ years of collection experience, preferably in third-party collections.
• Demonstrated ability to meet collection and productivity goals.
• Strong negotiation, communication, and problem-solving skills.
• Ability to work accounts independently and prioritize an assigned portfolio.
• Knowledge of collection laws and compliance requirements.
• Strong computer skills and ability to accurately document account activity.
• Ability to communicate professionally with consumers, clients, supervisors, and coworkers.