Remote Collections Specialist

Duties and Responsibilities: 

• Resolve inbound and outbound calls by using multiple applications and screens. 
• Respond to general billing inquiries to review and resolve account issues.
• Ability to negotiate and obtain payments today or postdate within 7 days.
• Direct customers to appropriate team within ADT if issue is outside the scope of the collection’s role.
• Ability to clearly explain billing charges and answer any questions related to billing.                                    
• Ask probing questions to overcome objections by utilizing negotiation skills.
• Meet minimal standards/goals monthly.
• Meet all compliance and QA standards. 
• Flexibility with special projects which may require overtime.
• Maintain appropriate attendance and adherence goals.
• High speed internet required: DSL, Cable or Fiber internet service with the ability to hardwire via ethernet from cable modem to your PC.
• 5G Home Internet and Fixed wireless internet are NOT accepted providers.
• Internet speeds of at least 50 mbps to download and 25 mbps to upload.  

Education/Certification:

• High school diploma or equivalent. 

Experience:

• Minimum of one (1) year in first-party collections (non-A/R), specific relatable experience includes: Car loan, financial and credit card collections including taking payments from customers and/or setting up payment arrangements, advising required payment amount
• Customer Service experience in a remote setting
• Multi-Computer-screen navigation, multiple applications, strong negotiation skills

Skills:  

• Basic typing, math, and problem-solving skills
• Strong communication and verbal skills
• Ability to multitask with multiple computer programs. 
• PC experience and/or ability to learn basic functions.

Training:

• This role is onsite training in our Jacksonville, Florida, location for 10+ weeks (dependent on readiness) before transitioning to a remote work from home. Candidates must reside 30 miles from the Jacksonville, Florida, site location for on-site training before transitioning to remote. 
• Training time: Monday - Friday, 8:30 am - 5:30 pm 

Schedule:

• Our department is closed on weekends and most holidays, allowing our employees to enjoy every weekend off!
• This role offers a shift schedule ranging from 10:00 am to 12:30 pm EST start time Monday – Friday.
   

Pay and Benefits Disclosure:

The starting hourly rate for this position is $17.00 per hour and will reach $20.00 per hour after 180 days of employment. (You will receive incremental increases of .50 every 4 weeks until the rate of $20.00 is reached). 

We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, well-being benefits, and paid time off, among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays. 

Anticipated application end date will be 7.17.26. This role is scheduled to start 8.17.26.