Collections Representative - Onsite- Niles, Illinois
Customers: Debtors and Merchants
A Collections Representative provides a consistently high level of support to Pavilion Payments’ collections department by contacting check debtors via the telephone to obtain payment for returned checks and applicable fees. In addition, a Collections Representative maintains the highest levels of compliance with state laws and departmental procedures.
Qualifications:
- 1 year consumer collections experience preferred.
- Telephone-based customer service or telemarketing experience is preferred.
- Ability to complete multiple tasks in a fast-paced environment to transition quickly from one call request to another.
- Ability to follow all company policies and procedures, as well as internal departmental procedures to ensure consistent treatment of customers.
- Ability to work in a team driven environment yet be able to work independently to complete daily expectations.
- Must have good organizational skills, good interpersonal communication skills (written and oral) and be detailed oriented.
- Ability to make accurate decisions based on customer data provided and departmental guidelines to reach one call resolution.
- Willingness to take ownership of own work.
- Must be flexible and customer focused.
- Possess a positive attitude to ensure a positive interaction between consumers.
- Ability to follow through and meet deadlines consistently to provide a helpful and reliable customer experience.
- High school diploma or equivalent.
- Great team and company culture!
Core Competency Requirements
- Working with Others - Works with other Collections Reps. and Management to accomplish individual and Company service levels and goals. Display enthusiasm and promote a friendly group working environment.
- Delighting Customers – Addresses the purpose of the call with the debtor and apprises them of the best solution possible to rectify the debt quickly and accurately.
- Uses informative and professionally direct techniques to ensure the debtor’s experience is resolved efficiently, so the consumer is not negatively impacted at any other future point-of-sale transactions.
- Embracing Change - Maintains commitment to FDCPA compliance and departmental integrity in stressful situations. Remains open-minded and reacts quickly to new information. Adapt to varying debtor inquiries.
- Attention to Detail –Follows detailed procedures and ensures accuracy in documentation and data.
- Transition smoothly from one debtor account to another during predictive dialing campaign.
- Decision Making and Problem Solving
- Follow guidelines and takes action in solving problems with a realistic understanding of issues. Recognizes possible escalation of a call and can act quickly either to professionally diffuse the scenario or alert a supervisor.
- Area Expertise and Technical Knowledge – Blend technical knowledge and educate debtors on Pavilion.
- Payment’s involvement as the assignee of the check and provide an immediate resolution.
- that will not hinder our merchant’s relationship with the consumer towards
- future transactions. Trained on more than one platform.
Essential Duties (In Order of Importance)
- Fair Debt Collections Practice Act (FDCPA) criteria and ensure that compliance is adhered to at all times.
- Communicate effectively with the check debtors in accordance with debtor information and the nature of the call.
- Ensure that all attempts to recover outstanding debtor accounts are pursued with the highest levels of urgency.
- Notate debtor account accurately every time an attempt has been made to contact the debtor.
- Maintain and update debtor account information.
- Maintain promises made vs. promises kept ratio.
- Maintain Departmental production standard.
- Adhere to departmental lunch and break schedule.
- Perform other duties and responsibilities as assigned.
| Agent | Monday | Tuesday | Wednesday | Thursday | Friday |
| Open | 10:30 am - 7:00 pm | 8:15am - 4:45pm | 8:15am - 4:45pm | 10:30 am - 7:00 pm | 8:15am - 5:00 pm |
Pavilion Payments is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.
