Recovery Specialist

Description

Position Summary: Responsible for outbound and inbound calls in pooled account environment for the purposes of collecting amounts due to PFC customers. Recovery Specialists are expected to always follow the mission statement: Giving peace of mind to clients and consumers by providing reliable and effective recovery solutions, with compassion. 

Position Responsibilities

• Receive inbound calls and make outbound calls through designated dialer campaigns/pools
• Refer all incoming calls on Late Stage accounts to the proper team’s phone extension
• Abide by the 8 step collection outline
• Thoroughly update file information when talking to Right Party Contacts (RPCs) by obtaining Full & Complete (F&C) information to include: living arrangements, employment to include occupation, phone numbers, address information and bank information
• Negotiate urgency/voluntary payments utilizing the proscribed Payment Matrix
• Actively listen to problems offered by consumers. Diagnose and offer reasonable solutions to resolve the accounts.
• Overcome stalls by providing thorough and accurate information pertaining to the debt, credit reporting, and intent for fast resolution to the problem
• Follow FDCPA, ACA, FTC, and State compliance guidelines
• Escalate calls as required (threats of suit, complaints with quality of service, etc)
• Disposition accounts appropriately once the file has been worked
• Follow and adhere to the collection floor clicker schedule
• Be logged into the dialer and ready for calls at your shift start time
• Respect your fellow coworkers, management, clients and consumers
• Adhere to PFC Core Values, Mission and Vision Statements
• Adhere to the ACA Code of Ethics
• Other duties and responsibilities as may be assigned periodically by management

Requirements

Essential Skills and Abilities

• Ability to work independently
• Maintain a professional appearance and positive attitude and image
• Strong interpersonal and communication skills
• Strong computer and phone etiquette skills 
• Strong analytical, organizational, time management and multi-tasking skills
• Ability to work in a fast paced environment and maintain workflow standards

Required Education and Experience

• Minimum High School Diploma or GED is preferred
• Minimum of one year of working experience in a professional office environment

Reporting to this position: No direct reports

Salary: $16 - $20 hourly 

Physical demands and working environment

The physical demands and working environment characteristics 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.

• Physical demands: While performing duties of the job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. Employees must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, and the ability to adjust focus.
• Working environment: The noise level in the work environment is usually minimal and moderate.
• This position requires you to work in-office full time. 

General sign-off: The employee is expected to adhere to all company policies.