About This Role
This fully remote position involves making follow-up calls to clients to ensure compliance with interlock servicing and fee payments. The role requires coordinating collection procedures, analyzing reports, and compiling data for account transfers to collection agencies. It suits a candidate based in the Dallas/Ft. Worth area with strong judgment and analytical skills.
Responsibilities
- Make daily collection calls using the lockout report
- Write detailed notes on all collection calls and insert them into the collection screen in Smart Trac
- Review past due clients for reinstall and send approvals to Customer Service Representatives for installation setup
- Review client logs to determine if a lockout credit will be assessed
- Review tow bills and service site notes to determine if a tow bill should be credited
- Conduct special billing investigations involving difficult problems, making determinations and resolving disputes
- Handle difficult credit/collection problems referred by Customer Service Representatives
- Monitor customer account balances for customer services and initiate collection procedures
- Assure credit collection policies are consistent with sound business and financial policies, and comply with City, State, and Federal rules and regulations
- Coordinate and record field collection activities of Customer Service Representatives and Service Centers
- Handle correspondence and claims in connection with bankruptcies and estates
- Coordinate acknowledgement of refunds, notification of customers and reconciliation of accounts
Requirements
- Three years' experience as a Customer Service Representative or in Collections, or a position involving the extension of credit and collection of delinquent accounts
- Associate's degree in business or a related field preferred; however, a combination of relevant experience and formal education will be considered
- Knowledge of modern office procedures, methods and computer equipment
- Knowledge and understanding of automated systems and procedures for bill collection and follow-up
- Ability to interpret customer billing records
- Ability to determine and resolve billing errors with customers
- Effective written and oral communication skills, including ability to deal with customers in resolving billing and credit problems
- Ability to work under pressure and sometimes with difficult and abusive customers
- Ability to work independently using judgment and analytical skills to resolve problems and discrepancies
- Ability to maintain physical condition appropriate to the performance of assigned duties and responsibilities which may include sitting for extended periods of time and operating assigned office equipment
