Collector

Job DetailsJob Location: Cuauhtémoc, DF 06500Travel Percentage: NegligibleTITLES COVERED  Titles covered under this job description: any employee working 3rd party collections – ‘Collection Representative’, ‘Customer Service Agent’, ‘Collection Agent’, ‘Agent’, ‘Recovery Agent’, ‘Recovery Specialist’, ‘Recovery Manager’, ‘Account Representative’, ‘Account Advisor’, ‘Associate Account Advisor’.  The job description will remain the same for all levels of Collector, except for the Required Education and Experience and Additional Eligibility Requirements sections. Titles such as ‘Senior Collection Representative’, ‘Senior Account Advisor’ or ‘Agent III’ will use this same job description but with elevated experience requirements.  OBJECTIVE  The role of the [Collector] is to collect on past due accounts on behalf of Cadex’s clients in a manner that ensures maximum revenue generation through successful collections, excellent service, and the highest quality standards. This position uses various collection techniques, including making demands for payment, problem solving, dispute resolution, settlement negotiations, and other methods via telephone, email, and postal letters to debtors.  PRIMARY JOB DUTIES  Meet or exceed collection and revenue goals as established to ensure maximum client satisfaction  Work accounts assigned efficiently by meeting productivity and activity goals as assigned  Provide excellent service and communication to customers and/or clients, engage with customers and/or clients in a positive and collaborative way, to include but not limited to, providing accurate information, holding good call flow, using professional tones, greetings, and closings, while controlling the call efficiently   Accurately update the proprietary collection system by using the proper codes, accurately reflecting the customer and/or client interaction, updating contacts, and any other tasks as required  Ensure high quality standards by following all client-specific account handling instructions and treatment plans as outlined by customers and/or clients, procedures, skip tracing, quality assurance, or manager; anticipate the customer’s and/or client’s concerns by demonstrative active listening and proactively thinking, adapting to changes as needed  SECONDARY JOB DUTIES  Continuously seeking to improve business knowledge, quality assurance scores, and other metrics (e.g. volume of calls, activities, accounts worked per day) seek to deliver more than is expected   Engage in client contact- limited to questions/answers/discussions related to specific files/claims via phone or email  Maintain confidentiality of both internal and external party information  Business cultures differ in the various locations that our clients and their customers do business; actively seek to improve knowledge of these business practices and then apply that knowledge towards improving collection rates and recommendations to clients  Responsible for small, medium, or large size claims depending on business needs, specific dollar limit to be set on a client-by-client basis, and subject to change; apply the same quality standards to all claims  Maintain organized electronic file storage of documents and emails   Interface with Client-Facing departments to help identify and meet client needs  Support new hires and other co-workers by assisting with training or other questions  Respond to written correspondence from customers, and clients in clear, concise, and professional language by keeping language accurate, legible, complete, and by using a positive tone  Identify outdated or cumbersome processes and procedures that can be changed to improve company performance; collaborate to make process improvements  Exercise sound independent judgment in the handling of all aspects of the collection process of claims assigned to station; analyze and make recommendations to clients for settlements and payment plans  Continuously seek opportunities for process improvement and propose ideas  Foster effective communication and collaboration between countries and cultures within all regions  Assist in Operational project work as required  Act as backup to other members of the Operational Departments  Maintain a high level of professionalism and confidentiality with all information entrusted with  OTHER JOB DUTIES  This position will perform other duties as requested. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without advanced notice.  SUPERVISORY RESPONSIBILITY  This position has no supervisory responsibilities  WORK HOURS  It is essential that this position adhere to the assigned work schedule. This can be either a full-time position or part-time position and may vary based on the individual’s time zone, subject to change with advanced notice. Schedules and hours required may also vary by region, department, client, and/or team. Schedules will be assigned on an individual basis by the manager/supervisor of the position.   TRAVEL  No travel is expected for this position  WORK ENVIRONMENT  This job operates either in an office setting or a remote work environment. This role may routinely use standard office equipment such as computers, headsets, telephones, photocopiers/printers, and related. The noise level in the office setting is limited to quiet and the work environment noise level will vary based on the individual’s remote work environment.  PHYSICAL DEMANDS  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to talk and hear and work with others through verbal and written contact. This is a largely sedentary role; however the employee is occasionally required to stand, walk, use hands, and reach with hands and arms. Specific vision abilities required by this job include general seeing and close vision. Repetitive motion is frequently required through typing and computer mouse usage. Mental requirements include simple and complex reading, simple and complex writing, memorization, analyzation, perception/comprehension, decision making, planning, independent action, and planning.    To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.  EEO STATEMENT  Cadex provides equal employment opportunities to all employees without regard to race, color, creed, religion, sex, age, national origin, disability, marital status, familial status, predisposing genetic characteristics, domestic violence victim status, gender identity or expression, pregnancy, sexual orientation or military status.QualificationsCOMPETENCIES  Strong computer skills in various systems, especially Microsoft Office  Time management and organization skills  Proficient communication and comprehension skills, including professional written and telephone communication  Ability to communicate via telephone or verbal discussion, including conversations that require making demands for payment and/or negotiating favorably for the company and our clients  Adept at professionally responding to confrontational or evasive conversations if required during the handling of a collection account, including the ability to de-escalate emotion, and face confrontation   Basic mathematical skills  Basic telephone and calculator skills  REQUIRED EDUCATION AND EXPERIENCE  Level 1 - High School Diploma or general education degree (GED) and 0 – 1 years’ experience an accounting, finance, or accounts receivable role  Level 2 - High School Diploma or general education degree (GED) and 1 – 3 years’ experience in an accounting, finance, or accounts receivable role  Level 3 - High School Diploma or general education degree (GED) and 3+ years’ experience in an accounting, finance, or accounts receivable role  Level 4 - High School Diploma or general education degree (GED) and 5+ years’ experience in an accounting, finance, or accounts receivable role  Collectors may be required to be licensed in various states. Cadex will apply and obtain all licenses required for each employee.  FLUENCY  This position requires fluency in the English language. Fluency in other languages may be required based on location, client, department, or project.  ADDITIONAL ELIGIBILITY REQUIREMENTS/RESPONSIBILITIES/QUALIFICATIONS  Level 1 - None required for this position  Level 2-4 – Employees may have performance qualifications for this position in lieu of years of experience, such as excellent performance, advanced or specific skills, advanced or specific client-level interactions or responsibilities, or other related qualifications.