1st party Collection Service Representative (CSR)

Job DetailsJob Location: Medelin, Antioquia 050021Travel Percentage: NoneJob Description Position Title: Bilingual Collections Agent (Accounts Receivable Agent- Remote ONLY in Colombia) Language (s): All applicants must speak fluent English. Any other language is a plus Contract Type: Labor / Indefinite Terms Equip. required: Dual Core (Intel i3/i5/i7 – 7ª Gen, AMD Ryzen 3 1200 / 5 1400 / 6 1700) @ 2.0 GHz, RAM: 8 GB, Storage: 256 GB HDD/SSD, Syst ops: Windows 11, macOS Sonoma o Linux Mint Job Start Date: Immediate Location: Remote Country: Colombia Preferability: People with a disability that has been verified and certified by the appropriate institution. Hours: 8:00 AM to 5:00 PM US CST Monday to Friday Flexible schedule based on business needs Reports to: Collections Supervisor/Manager Company Overview D&S Global Solutions provides world-class Order-to-Cash solutions, leveraging proprietary technology and global delivery capabilities, to deliver frictionless customer experience and optimized client outcomes. D&S Global Solutions was founded in 1997, headquarters: Austin, TX. Current clients include many of the most sophisticated service companies in technology, financial services, agriculture, and credit issuers, including several Fortune 100 companies. D&S teams are in North America, LATAM, EMEA and Asia providing services into over 190 countries for our clients. Job Description The collections /accounts receivable agent position is accountable for collecting the maximum amount of overdue funds from customers, which may include a variety of customer location techniques, collection methods, negotiation skill, dispute management, legal claims, and the selective use of outside collection services. Essential Duties and Responsibilities include the following: Work in assigned queue or worklist with goal of meeting daily targets of outbound calls placed each day; specific targets may change based on client assignment and/or client expectations Meet established internal quality objectives including Monthly Account Audits and Call Quality Reviews, including client specific metrics related to call or quality measures Meet performance and maintain productivity requirements each day as based on time gap or other reporting Uphold and utilize a professional and courteous tone and language at all times Advise customers of open receivables to obtain payment status, timeline of payments, or address any issues preventing payment Use client-specific systems to review and research additional account details Provide invoices or other related documentation to account holders Continuously seek to improve business knowledge, quality assurance scores, and other metrics (e.g. volume of calls, activities, accounts worked per day) Maintain organized electronic file storage of documents and emails, ensuring relevant forms are properly noted and saved in designated locations Take ownership of any assigned accounts in queue and/or work in group queue as needed Work cohesively in a team to participate on special projects or initiatives as directed Meet regularly with Supervisor for performance review and coaching sessions Continuously seek opportunities for process improvement and propose ideas Foster effective communication and collaboration between countries and cultures within all regions Maintain a high level of professionalism and confidentiality with all information entrusted with Our ideal candidate will possess the following: Ability to work a flexible schedule Native or fluent speaker of other languages, apart from English, is a plus Proficient (basic/ intermediate level) in Microsoft Excel (sort, filtering, vlookup, pivot tables, etc) Knowledge of ERP (SAP, Oracle) Ability to build rapport, ask questions, listen and redirect the conversations Ability to overcome objections, analyze responses and negotiate resolutions Work independently and as part of a team to achieve required metrics and standards Solid time management skills Knowledge in customer service, accounts receivable, invoicing, collections and/or finance Ability to adapt to new business opportunities, challenges and client demands Excellent verbal and written communication skills Ability to learn and grow with our organization Great analytical, critical thinking and problem-solving abilities Qualifications: Proficient English written and verbal communication skills STRONG 2+ years of collections experience Hands-on experience with Salesforce and advanced Excel skills, including frequent use of VLOOKUPs and related functions for data analysis and reporting. Preferred Order to Cash experience Experience with an automated telephone dialing system and collections database Associate's degree in business preferred Must be detail oriented, with the ability to work independently. Proven experience working with invoice processing portals (excluding one-time payment portals), including navigating, extracting, and managing invoice data within such systems. Qualifications