Reviews delinquency reports and uses appropriate collection techniques for all past-due accounts. Contacts delinquent customers, either by phone, fax, e-mail, or by mail, to inform customers of the delinquent account, and either to secure a payment or to arrange a new payment schedule. Makes arrangements with customers for payment using own discretion and judgment with company policy.

May perform other related duties as assigned by supervisor or manager.

PRIMARY DUTIES & RESPONSIBILITIES:

• Collects on all delinquent Flyers Energy accounts. Reviews delinquency reports and uses appropriate collection techniques for all past-due accounts.

• Contacts delinquent customers, either by phone, fax, e-mail, or by mail, to inform customers of the delinquent account, and either to secure a payment or to arrange a new payment schedule. Makes arrangements with customers for payment using own discretion and judgment within company policy.

• Inputs collection data into the computer system, such as records of conversations, promises to pay, collection attempts, etc.

• Makes attempts to locate customers whose information on file is no longer current. Uses various tracing methods.

• Make charge-off and pre-legal recommendations to management.

• Communicate effectively with customers using good customer service skills and techniques.

• Communicate effectively with Team Members in other departments to resolve problems and provide information as needed.
• Complies with all federal and state regulations governing credit card accounts and delinquent accounts.
• Assist customers with problems regarding Flyers Energy accounts. May perform research to resolve problems promptly.
• Update credit files for existing accounts periodically. Re-evaluate accounts for credit line increases or terms changes.
• Process daily credit card payments, checks by fax, and returned checks. Maintains and updates returned check/EFT log.
• May answer department telephones and perform clerical functions, such as data entry, typing, filing, photocopying, faxing, etc..
• Cross-train and/or act as backup for other functions within the credit department.

May perform other related duties as assigned by supervisor or manager.

QUALIFICATION:

Previous experience as a collector or comparable position is required. Previous customer service experience is preferred.

Thorough knowledge of collection techniques is necessary.

Establishing rapport with customers, managers, and other employees, as well as communicating effectively and tactfully, is necessary.

Must have a good understanding of effective customer service skills and techniques.

Experience in examining documents, reports, correspondence, and data retrieved onto a computer monitor. Must have the ability to hear and understand customer inquiries and responses on the telephone.

Accurately enter data into a computer and perform clerical functions such as data entry, filing, photocopying, faxing, etc., as necessary. Working knowledge of word-processing and/or spreadsheet programs, such as WORD and EXCEL, is preferred.

Should have a good knowledge, after training, of the company's organization, department functions, and product/services to assist customers.

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