Asset Recovery Agent (Credit & Collections Specialist)

Asset Recovery Agent (Credit & Collections Specialist)

Location: Orlando, FL 32801
Employment Type: W2 Contract
Duration: 2 Years+
Work Schedule: Hybrid - 2 days remote (Monday & Friday) and 3 days onsite (Tuesday-Thursday), or additional onsite days based on business needs.

Position Description

Performs various collections tasks, identifies process improvement opportunities, and tracks and reports completed activities and KPIs to ensure OUC's financial risk is minimized.

Responsibilities

• Evaluate customer accounts to ensure adequate security deposits and manage deposit adequacy and bill-up through various methods.
• Monitor collection and severance processes based on financial and credit analysis of both residential and commercial accounts.
• Act as the liaison with outside collection agencies for account data, invoice reconciliation, and other customer needs.
• Contact customers by mail, email, or telephone regarding delinquent accounts that require special handling.
• Audit payment plans and payment arrangements based on established guidelines and maintain monthly reporting.
• Coordinate the write-off process from initiation to completion.
• Make recommendations for process improvements within the Credit & Collections department.
• Understand, interpret, and explain company policies and procedures relating to collection, severance, and write-off processes, as well as the actions associated with each.
• Process bankruptcy requests for OUC service accounts, including communication with internal and external attorneys, handling deposits, and account setup. This role may also require appearances in bankruptcy court.
• Participate in various projects, committees, testing of new initiatives/programs, and other special assignments.
• Perform other duties as assigned.

Required Skills

• Working knowledge of, but not limited to, the following:
  • Bill evaluation
  • Payment plan and payment arrangement setup
  • Process and procedure handbooks, training materials, and service request forms
  • Software applications, including CC&B, OneView, MDM, LexisNexis, Experian, PACER, Cognos, and Power BI
• Familiarity with, but not limited to, the following:
  • Equipment such as the HiPath Phone System
  • Related industry, organizational, and departmental policies, practices, procedures, legal guidelines, ordinances, and laws
• Strong written, verbal, and interpersonal communication skills.
• Excellent analytical skills to evaluate delinquent accounts, analyze financial data, identify problems and opportunities, interpret policies, and recommend solutions.
• Strong negotiation skills to establish payment plans and repayment arrangements.
• Ability to perform arithmetic calculations using whole numbers, fractions, decimals, and percentages.
• Proficiency in Microsoft Office Suite, including Outlook and Word.

Required Experience

• Customer experience and sales background.
• Demonstrated strengths in:
  • Action Oriented
  • Attention to Detail
  • Being Resilient
  • Customer Focus
  • Nimble Learning
  • Resourcefulness

Required Education

• High School Diploma or GED.
• Minimum of three (3) years of experience in:
  • Collections/asset recovery, and/or
  • Call center operations.
• Utility call center experience is preferred.

Additional Information

• NTE Bill Rate: $35.02-$37.72/hour
• Work Schedule: Hybrid - 2 days remote (Monday & Friday) and 3 days onsite (Tuesday-Thursday), or additional onsite days based on business needs.