Collections Representative
Milliner Talent Solutions is one of Indiana's finest Accounting, Finance, Human Resources, Administrative and Customer Service staffing and recruiting firms. As specialized recruiters, we conduct searches for every imaginable accounting, finance, human resources, administrative and customer service function at every level. We distinguish ourselves with the one-on-one relationships we develop with everyone we serve. Our past and future growth is as strong as the partnerships we build with our candidates and clients. Our clients are currently seeking experienced Collections Representatives to support their growing organizational needs. These opportunities are full-time, fully on-site, and may be temporary or temporary to hire. A Collections Representative is responsible for managing delinquent accounts, contacting customers regarding outstanding balances, and arranging payment solutions while maintaining professionalism and compliance. This role requires strong communication skills, negotiation abilities, and the ability to work in a fast-paced environment while ensuring a positive customer experience. Collections Representative Essential Functions: Account Management: Contact customers by phone to discuss past-due accounts, verify outstanding balances, and secure payment commitments. Review account histories to understand the reason for delinquency and determine appropriate next steps. Negotiate payment plans, settlements, and arrangements that align with company policies. Update account information accurately in the system following each customer interaction. Monitor accounts for follow-up and ensure commitments are met. Escalate accounts as necessary based on aging, risk level, or non-responses. Customer Communication: Engage customers in a professional and empathetic manner while discussing sensitive financial matters. Explain account details, payment expectations, and consequences of non-payment. Provide clear instructions on how to make payments and what documentation may be required. Handle difficult or emotional situations with patience and professionalism. Compliance and Documentation: Adhere to all federal, state, and company regulations including FDCPA, confidentiality, and data privacy requirements. Record all customer interactions, payment commitments, and account changes with accuracy. Follow established scripts and guidelines to ensure compliant communication. Identify and report fraudulent activity, disputes, or errors as needed. Performance and Quality: Meet or exceed established metrics including call volume, dollars collected, promise-to-pay rates, and quality scores. Participate in coaching and quality reviews to maintain high performance standards. Follow all department procedures for skip tracing, account follow-up, and documentation. Training and Development: Participate in ongoing training to stay updated on industry regulations, system changes, and collection best practices. Apply feedback from supervisors to improve communication and negotiation skills. Engage in continuous learning to enhance financial knowledge and customer-handling techniques. Collaboration: Work closely with team members and supervisors to ensure consistent workflow and target achievement. Coordinate with other departments, such as billing or customer service, to resolve account discrepancies. Communicate trends, common issues, and improvement opportunities to leadership. Qualifications: High school diploma or equivalent required; some college is preferred. 1 years of experience in collections, accounts receivable, or a related call center environment. Proficiency with Microsoft Office Suite and collections or CRM systems. Strong verbal communication and negotiation skills. Ability to handle difficult conversations and maintain professionalism under pressure. Strong attention to detail and problem-solving abilities. Ability to work in a fast-paced environment while meeting performance goals.
