Job Description:

Job Summary

We are seeking a highly reliable, results-driven, and adaptable Third-Party Collections Representative to join our team. The ideal candidate has experience in collections, customer service, sales, account management, or related fields and possesses strong communication, negotiation, and relationship-building skills.

This role is responsible for managing delinquent consumer accounts, securing payment arrangements, resolving account concerns, and meeting established performance goals while maintaining strict compliance with all applicable regulations, client requirements, and company policies.

Due to changing business needs, employees may be assigned to different third-party collection portfolios, clients, industries, or recovery programs. Successful candidates must demonstrate flexibility, adaptability, and the ability to transition between portfolios while maintaining performance, quality, and compliance standards.

Key Responsibilities

• Contact consumers through inbound and outbound communication channels regarding delinquent accounts.
• Negotiate payment arrangements in accordance with company, client, and regulatory guidelines.
• Encourage timely account resolution and secure payments or payment commitments when appropriate.
• Meet or exceed collection, quality, productivity, and compliance performance targets.
• Maintain accurate and detailed documentation of consumer interactions, payment commitments, and account activity.
• Follow up on payment commitments and work toward timely account resolution.
• Handle consumer concerns professionally and identify appropriate solutions based on account circumstances.
• Adhere to all company policies, client requirements, regulatory standards, and collection practices.
• Manage assigned work queues, follow-up schedules, account research, and account routing activities effectively.
• Coordinate with internal departments to resolve account discrepancies and account-related issues.
• Identify potentially high-risk accounts and escalate issues requiring specialized handling.
• Support business initiatives, cross-training opportunities, and operational changes, including assignments across multiple third-party collection portfolios as needed.
• Contribute to process improvement initiatives that enhance collection performance, compliance, and consumer experience.

Minimum Qualifications

Education

• Senior High School Diploma, High School Diploma, or equivalent required.
• College education is preferred but not required.

Experience

• At least 1 to 2 years of experience in collections, customer service, telesales, account management, outbound sales, or a related field.
• Proven ability to achieve performance goals and productivity standards.
• Experience in BPO, financial services, healthcare collections, telecommunications, utilities, lending, or debt collection is an advantage.
• Experience handling multiple collection portfolios is preferred but not required.

Skills and Competencies

• Strong reliability, professionalism, accountability, and attendance record.
• Excellent verbal and written communication skills.
• Strong negotiation, persuasion, and objection-handling abilities.
• Ability to build rapport and maintain professional consumer relationships.
• Results-oriented with a strong drive to achieve collection and recovery goals.
• Ability to adapt quickly to different portfolios, clients, account types, and operational requirements.
• Strong problem-solving and decision-making skills.
• Ability to manage difficult conversations professionally while maintaining compliance standards.
• Self-motivated with the ability to work independently and collaboratively within a team environment.
• Basic computer proficiency and ability to navigate multiple systems simultaneously.
• Strong attention to detail and documentation accuracy.

Preferred Candidate Profile

We are looking for someone who:

• Demonstrates a high level of reliability, professionalism, and integrity.
• Has experience in collections, customer service, sales, or account management.
• Is adaptable and comfortable supporting multiple third-party collection portfolios.
• Thrives in a fast-paced, metric-driven environment.
• Possesses strong consumer engagement, negotiation, and conflict-resolution skills.
• Is self-motivated, disciplined, and dependable.
• Has a demonstrated history of strong attendance, performance, and workplace accountability.
• Embraces change and can quickly learn new client requirements, collection strategies, and portfolio processes.

Work Assignment Flexibility

This position may require employees to support different third-party collection portfolios, clients, industries, account types, and recovery programs based on business requirements, operational demands, client needs, workforce planning, or business continuity initiatives. Employees are expected to successfully complete required cross-training and maintain performance, quality, and compliance standards regardless of portfolio assignment.

CBE Companies is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment where all employees can succeed and grow.

CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.