Collections Specialist

Reports to: Collections Supervisor

FLSA: Non-Exempt

The primary role of the position is to support the Collections Supervisor in the efforts of the Client Services Division of Young America. 

This position is responsible for collecting rents due, following up on past-due accounts, working with third-party collection agencies and attorneys to collect monies owed on recent and aged accounts.

Success of this position is measured by:

·       Meeting call volume goals

·       Completing assignments with minimal errors

·       Contributing to meeting department goals

Responsibilities:

·       Showing compassion for customers while persuading them to fulfill delinquency.

·       Receiving and responding to customer inquiries via phone, text, email, and in person.

·       Collaborating with different departments.

·       Documenting customer interaction in provided software.

·       Following up with a customer inquiry until it is resolved.

·       Discussing customers’ account balances including charges and credits.

·       Understanding the rent cycle.

·       In-person servicing of resident notices.

·       Projects associated with the collection of rent and other charges.

Requirements:

·       Possess a high level of emotional intelligence and mental stamina.

·       Exude an outward positive attitude even in times of difficulty.

·       Persuade and share your viewpoint so that others understand your position.

·       Possess personal and work product integrity.

·       Willingness to learn and adapt to changing environments.

·       Effectively communicate in the English language, with respect and understanding, via phone, email, text, and in person.

·       Maintain proficiency with company software including Appfolio, ZenDesk, Google Suite and MS Office Suite.

·       Consistently be present during scheduled office hours.

·       Prioritize and manage multiple responsibilities.

·       Sit for long periods of time as well as climb stairs.

·       Maintain a valid Illinois Driver’s license, vehicle insurance, and a well-maintained vehicle.

·       Obtain and maintain an Illinois Leasing Agent License within 120-days of employment start.

·       Comply with all Fair-Housing regulations and requirements.

Schedule:

·       Typical work schedule will be Monday - Friday 8:30 AM to 5:00 PM with an occasional Saturday shift when needed. Lunch breaks are coordinated with the Collections Department staff so that the office is not left unattended at any time during regular business hours.

·       During high volume months, you may be required to work longer or varying hours. You may also, at times, be required to work irregular hours to satisfy the needs of customers.

This list is not exhaustive of all duties and responsibilities that may arise during your work period.

This position requires flexibility in roles dependent on the needs of the company.