Senior Customer Collections Specialist - Late Stage

General Position Description

The Senior Customer Collections Specialist – Late Stage is the Department’s subject matter expert in identifying the root causes of Customer payment difficulties and pursuing the most suitable resolution on an assigned pool of Contracts 61+ days delinquent.  Resolution includes: securing payments; entering into long-term payment arrangements; involving the Asset Management and/or Legal Departments to handle escalated situations.  Key duties include: produce a minimum agreed-upon quantity and quality of daily deliverables (e.g., daily call count, Customer contacts, error-free correspondence); manage a large daily volume of Customer communications; collect payments; skip-trace Customers; aptly negotiate payment arrangements; propose the most suitable escalation alternative and implement agreed-upon course of action; work with third-party agents and other Departments to balance recovery amounts and timeframes; mentor and train Customer Collections Specialists as well as champion new productivity-enhancing processes and technologies.

Major Duties and Responsibilities

Resolving Customer Delinquency

• Resolve payment delinquency issues via Payment in Full or Payment Plan Arrangements encompassing delinquent Periodic Payments, Late Fees, NSFs and any other overdue Payment.
• Thoroughly and creatively skip-trace unresponsive Customers and determine the condition of the Collateral and the business in the process.
• Identify, investigate, understand and propose resolutions for, complex delinquency situations using information from Customer interactions, Credit Files, Internet research, other company and external resources as well as complex documents (e.g., legal agreements and filings); thoroughly and accurately complete and approve Repo and/or Legal checklists in LARS; action the agreed-upon resolution.
• Request from, forward to and collect from, Customers all the required documentation for such matters as Engine Repair Financing, Voluntary Surrenders, Transfer & Assumptions, Credit Card Authorization, ACH Authorization, Modifications, Settlements, Default Letters, et al. Cooperate with other Departments involved in the process to complete these tasks on a timely and accurate basis.
• Handle escalated situations from Customer Collections Specialists if Supervisors or Management are unavailable.

Collecting Customer Payments

• Perform Customer collections tasks using all possible communication methods (emails, phone calls, text messages, letters, etc.) in accordance with industry standards and AmurEF’s guidelines.
• Accurately collect, process and log Customer payments, both same day and promised/scheduled.
• Review the Returned Items list daily and contact Customers accordingly.
• Consistently, clearly and concisely document all interactions with Customers, Vendors, Sales Reps/Brokers, and other third-parties to ensure reporting accuracy and ease of account hand-off.
• Maintain and update Customer payment, contact and status information.
• Note, file and scan Customer correspondence in AmurEF’s file management systems.
• Prepare the monthly reporting to PayNet with all necessary details.

Customer Service and Inter-Departmental Cooperation

• Embody a contagious positive, professional and energetic attitude to promote a high-performing, collaborative and enjoyable work environment.
• Be a model for excellent customer service skills, conflict resolution, negotiation and cooperation skills.
• Work with entire Collections team to identify broad portfolio trends and discuss them with Management.
• Mentor and assist colleagues in effectively handling difficult or complex collection situations, leveraging technical knowledge, proper procedures and own experience, independently and as directed by Management.
• For escalated situations, provide AmurEF’s Asset Management and Legal Departments with accurate, complete, clear and well organized notes and information about the Collateral and the state of all Obligors to facilitate follow-on account resolutions.
• Take on Departmental overflow work as needed.
• Coordinate with Credit, Sales Reps, Brokers, Vendors and other personnel to effectively utilize all company resources to meet collections and recovery objectives.

Required Education and Experience

• High School diploma or G.E.D. certificate
• Prefer 3 to 5 years’ experience in commercial collections and/or customer service
• Effective business communication, both verbal and written
• Excellent organizational and problem-solving skills with the ability to effectively prioritize multiple tasks in a deadline-driven environment
• Exceptional PC skills, including proficiency in MS Office suite as well as customer applications and systems
• Must be self-motivated with strong initiative, accountability, and attention to detail
• Ability to communicate effectively with all levels of the organization
• Capable of supporting our Mission Statement, Vision and Core Values

Competencies

• Effective Communication
• Ethical Conduct
• Organizational Skills
• Technical Capacity
• Time Management
• Thoroughness
• Accuracy

Supervisory Responsibility

This position has no direct supervisory responsibilities.

Work Environment

This job operates in a professional office setting. This role routinely uses standard office equipment such

as computers, phones, and copy machine with scanner, filing cabinets and fax machines.

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. The employee is required to talk or hear; may be

necessary to stand, walk, handle, or reach with hands or arms. This is largely a sedentary role; however,

some filing is required, calling for the ability to lift files, open filing cabinets and bend or stand on a stool

as necessary. The team member frequently is required to walk. The team member is occasionally

required to pack and move files or boxes as well as lift and/or move up to 25 pounds. Specific vision

abilities required by this job include close vision, distance vision, peripheral vision and the ability to adjust

focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the

essential functions.

Position Type and Expected Hours of Work

This position may have access to confidential information. Background check is required for this position.

This is a full-time position. Days and hours of Amur Equipment Finance are Monday through Friday, 8:00

a.m. to 5:30 p.m. Flexibility to occasionally stay late to meet business needs.

Travel

Travel is not required for this job.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities,

duties or responsibilities that are required of the employee for this job. Duties, responsibilities and

activities may change at any time with or without notice.