Customer Service Collections Specialist

Collections Specialist

Location: New Castle, DE 19720 / Indianapolis, IN - 46240

Pay :$ 23/hr

Hybrid - 2 days per week in office

Job Summary

We are seeking a professional and customer-focused Collections Specialist to manage assigned delinquent accounts, communicate with customers regarding outstanding balances, and establish appropriate payment arrangements. The ideal candidate will have experience in collections or a related customer service environment, strong communication and negotiation skills, and the ability to handle sensitive financial conversations professionally while maintaining compliance with applicable regulations.

Key Responsibilities

Manage a portfolio of assigned delinquent and past-due accounts.

Contact customers by phone, email, and written correspondence regarding outstanding balances.

Discuss payment options and negotiate appropriate payment arrangements.

Maintain accurate and detailed records of collection activities, customer communications, payment arrangements, and account information.

Provide professional customer service by responding to inquiries and addressing account-related concerns.

Explain account information, payment options, and collection requirements clearly and accurately.

Utilize skip-tracing techniques and available tools to locate customers with outdated or unavailable contact information.

Handle difficult conversations and customer objections while maintaining professionalism and composure.

Follow established client procedures, federal regulations, and applicable debt-collection compliance requirements.

Maintain accurate records within collections systems, CRM platforms, and other required databases.

Meet established productivity, quality, and collection performance standards.

Required Qualifications

Minimum 3 years of experience in collections, accounts receivable, credit, or related customer service roles.

Experience working with delinquent accounts, past-due balances, payment arrangements, or customer account resolution preferred.

Strong verbal and written communication skills.

Strong negotiation, persuasion, active listening, and conflict-resolution skills.

Ability to handle sensitive and difficult customer conversations professionally.

Familiarity with collections regulations, compliance requirements, and customer account confidentiality.

Experience with collections software, CRM systems, ATS/customer databases, or similar systems.

Proficiency with Microsoft Office Suite and basic computer applications.

Strong attention to detail, organization, and time-management skills.

Ability to work flexible schedules, including days, evenings, and weekends as required.

Ability to obtain the required collections license upon placement.

High school diploma or equivalent required; college coursework in business, finance, or a related field preferred.