The Collections Support 2 engages with customers who have delinquent accounts, exploring options to restore their accounts to good standing. Assists customers by offering repayment solutions through standardized payment plans and maintains, monitors, and generates aging reports using database tools.
Effectively communicates with customers, both verbally and in writing, to negotiate and secure immediate payments while resolving account delinquencies. Handles and de-escalates conflicts during customer interactions. Capably manages complex and late-stage delinquent accounts, leveraging professional expertise to determine the best resolution strategies and preventing further account escalation.
Applies industry expertise, departmental policies, and the Fair Debt Collection Practices Act to ensure sound collection decisions. Consistently demonstrates proficiency in using multiple systems, performing skip tracing to contact decision-makers, and applying appropriate collection tools and payment options to address delinquencies and reduce bad debt. Ensures thorough documentation of accounts and diligent follow-up actions.
Self-motivated, reliable, and productive in a fast-paced, high-energy, and evolving work environment. Competitive, persistent, and assertive, with a strong ability to collaborate with peers to share and implement collection best practices. Excels in working independently and contributes to special projects and additional responsibilities as needed.
How You’ll Make an Impact
- Inbound/Outbound Collection Calls: Communicate with customers to address delinquent accounts and negotiate payment solutions.
- Email Management: Monitor and respond to emails in a shared group inbox.
- Customer Communication: Engage effectively, both orally and in writing, to negotiate and secure immediate payment while resolving account balances. Provide ongoing education to customers on terms, conditions, and alternative payment methods.
- Portfolio Management: Handle multiple portfolios with varying risk levels.
- Decision-Making: Utilize judgment and experience to balance risk, quality, productivity, corporate objectives, and customer retention.
- Compliance and Industry Standards: Apply industry knowledge, departmental policies, and the Fair Debt Collection Practices Act (FDCPA) to make sound collection decisions.
- System Proficiency: Use multiple systems and collection tools to identify and contact decision-makers during the collections process. Perform skip tracing on required accounts.
- Adaptability: Work productively in a dynamic, high-energy, and rapidly changing environment with minimal supervision.
- Special Projects: Participate in additional duties and special projects as required.
- Regulatory Compliance: Working knowledge of the Fair Debt Collection Practices Act (FDCPA) and applicable federal laws.
- Technical Skills: Proficiency with Google Sheets and multiple collections systems/tools.
- Accounting Basics: Basic understanding of accounting principles.
- Communication: Strong oral and written communication skills.
- Analytical Abilities: Excellent analytical and problem-solving skills.
- Decision-Making: Sound judgment to assess risk and determine appropriate actions.
- Flexibility: Adaptable to change and able to manage shifting priorities.
- Attention to Detail: High level of accuracy and detail orientation.
Experience You'll Bring
- High School Diploma with 1-2 years of experience in a related field
- At least one year of transportation industry customer support experience.
- Basic accounting and Skip Tracing knowledge
- Analytical skills
- Sound decision making/judgment
- Ability to maintain confidentiality of customer and company information
- Organized/Time Management ability
- Ability to be productive while maintaining quality
- Results-Oriented
- Self-motivated
- Must pass a successful background investigation
The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section.Pay Range: $17.00 - $22.00
