Collections Specialist

COLLECTIONS SPECIALIST

JOB DESCRIPTION

Employment type: Full-time Non-exempt
Hours: 8:00am-5:00pm Monday - Friday (hours may vary); Hybrid work schedule options available

Benefits: Excellent benefit package including retirement plan, paid time-off and paid holidays

The Collections Specialist is responsible for the collection of outstanding accounts receivable and as a such is a vital role within our company. The Collections Specialist serves as a liaison between the company and the customers and spends a great deal of time communicating and disseminating information between the customers, estimators, project managers, supervisors, directors, insurance adjusters and attorneys as well as the other accounting department team members.

The ideal team member must have prior high-volume collections experience and be very detail oriented, organized, demonstrate professional phone etiquette, have the ability to use sound judgement when unique customer circumstances arise as well as being an independent and self-motivated individual. Just as important is being able to effectively manage the stress of collections while maintaining a team spirit, cheerful attitude, good listening skills and empathy towards customers who may be frustrated or challenging to deal with.

Overall Responsibilities:

• Professionally represent Carolina Restoration Services’ Purpose and Core Values
• Manage collections by following the established “Collecting Funds Policy & Procedures” standard operating procedure (CFPP-SOP) which includes:
• Researching job files to obtain all necessary information before contacting the customer.
• Assist with invoicing customers and other various accounting tasks.
• Following up with customers via courtesy phone calls per established schedule. Following up with emails and direct mail as required
• Provide professional customer service by responding to customer questions and concerns in a timely manner and guiding them through the insurance claims payment process which may include assisting them with contacting their insurance adjuster and mortgage company.
• Communicating with estimators and project managers to discuss any customer concerns such as missing credits, unfinished work, and invoice discrepancies to facilitate a timely resolution. Update DASH accordingly.
• Communicating with insurance adjusters as needed to help facilitate claims payments.
• Together with the other accounting department team members research customer invoice questions, pending adjustments and credits that may result in re-issuing corrected invoices.
• Communicating with our corporate attorney to initiate the lien filing process and provide all the necessary paperwork and communication documentation to facilitate the process.
• Monitor communications from the corporate attorney and promptly respond to all requests for additional job-related information. Frequently follow-up with the attorney inquiring on the status of the lien.
• Enter ALL communications updates including communication attempts, collections status and lien filing information notes in DASH.
• Discuss payment options and applicable fees with customers and set up payment plans.

Physical Demands:

Sedentary - Work is performed sitting down for 6-8 hours per day with exposure to electrical office equipment. Exerting up to 10lbs of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body and may involve walking or standing for brief periods of time.

• Fingering – Picking, pinching, typing or otherwise working, primarily with fingers rather than the whole hand as in handling.
• Repetitive Motion – Substantial movements (motions) of the wrists, hands, and/or fingers.
• Talking – Expressing or exchanging ideas by means of the spoken word to others accurately and quickly when necessary.
• Hearing – Receiving detailed information through oral communication at normal speaking levels with or without correction.
• Listening – Understanding information and ideas received through spoken and written words.
• Vision – Close visual acuity to perform activities such as; preparing and analyzing data and figures, transcribing, viewing a computer monitor, extensive reading without or without correction.

Work environment:

Work is performed in an office environment without substantial exposure to adverse environmental conditions, but on occasion it may be required to perform job duties outside of the typical office setting.

Job Qualifications:

• 5+ years prior high-volume collections experience collecting $3M - $5M accrued over 300+ jobs
• Advanced Microsoft Excel user. Proficient with Microsoft Word and Outlook.
• Experience with DASH software is a PLUS!
• Familiarity with North Carolina debt collection laws and lien laws a PLUS!
• High degree of accuracy, attention to detail, discretion and confidentiality
• Excellent analytical, math, problem solving and decision-making skills
• Effective organizational, stress and time management skills
• Excellent communication skills with people from all walks of life
• Professional appearance and demeanor

All employees must pass a pre-employment drug screen, background screening, and reference check.
All employees must have a valid driver's license and a clean driving record.
Equal Opportunity Workplace.

This is not an all-inclusive list of every job duty affiliated with the Collections Specialist position and is subject to change.