Collections Agent

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Job description

Job Title: Collections Agent

Worksite Arrangement: On-site

Location: Chicago, IL 60654

Compensation: $24-25 Hourly

Overview:

Avenica is seeking a collections agent offering capital solutions to clients. This role involves managing a portfolio of delinquent customer accounts by developing and maintaining relationships, handling inbound and outbound calls, and addressing billing or service complaints. The ideal candidate will have experience in collections (preferably in merchant cash advances), strong communication skills, problem-solving abilities, and the capacity to work both independently and collaboratively in a fast-paced environment. Additionally, the ideal candidate should have a desire to grow within financial services, technology, and client relations.

Job Description:

• Develop and maintain relationships with delinquent customers.
• Conduct inbound and outbound calls.
• Maintain a portfolio of accounts with varying degrees of delinquency across multiple customer personas.
• Support staff by assisting in outbound collection calls to customers with overdue accounts.
• Provide support during inbound calls related to collections and NSF issues.
• Perform escalation steps on specific accounts and regularly monitor accounts.
• Negotiate settlements with customers.
• Create and schedule payment arrangements.
• Handle general inquiries from existing customers.
• Address ongoing customer complaints regarding billing or service and collaborate with designated departments on service failures.
• Skip trace accounts for collections.
• Ensure all conversations and payments are well documented.
• Troubleshoot customer concerns.
• Encourage customers to make timely debt payments and build positive rapport.
• Investigate historical data regarding customers, including contracts, credit applications, and previous interactions.

Requirements:

• BILINGUAL IN ENGLISH AND SPANISH
• Bachelor's degree preferred or 3-5 years of experience in collections.
• Third-party collections experience is a plus.
• Goal-oriented and metric-driven.
• Merchant Cash Advance (MCA) experience is a plus.
• Strong skip tracing skills.
• Excellent written, oral, and reading communication skills.
• Proactive, analytical mindset with strong problem-solving abilities.
• Experience in both B2B and B2C environments.
• Proficiency in MS Office, Excel, and credit reporting.
• Ownership mindset with a commitment to team goals.
• Ability to thrive in a fast-paced environment, both independently and as part of a team.

Upon completing the application, you will be prompted to complete our HAALO assessment. HAALO is simply a way for us to understand your preferences, behaviors, and work styles. The assessment is a required step to complete this application. By submitting an application to Avenica, you are agreeing to be contacted via SMS text messages and email.

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