Collection Specialist

At VC3, we don’t just solve IT problems — we own them. We serve hundreds of municipalities and organizations across the United States and Canada, bringing IT to the people who need it most. We believe in earning trust, having a growth mindset, and delivering excellence every single time.

We're a team of doers, builders, and tech whisperers who live by 4 core values: Go Beyond | Own It | Be Curious | Serve as One We pride ourselves on making IT personal, making IT easy, and getting IT right. And it all starts with our talented team that is committed to raising the bar. The Impact you will have: A Collections Specialist plays a critical role in ensuring that the company’s outstanding balances are collected in a timely and efficient manner.

They must have excellent communication and negotiation skills, as well as strong analytical skills. They must also be able to work effectively in a team environment and be able to manage multiple priorities. Additionally, they must have a thorough understanding of collections laws and regulations.

Understand and follow “The VC3 Way”. This is our set of standards and processes that produce a predictable result for the client. You must be aware of and maintain our standards.

Contacting customers: Responsible for contacting customers who have overdue accounts to remind them of their outstanding balances and to negotiate payment arrangements. Resolving disputes: Resolve any disputes or issues related to outstanding balances. This may involve working with customers, other departments within the company, or external parties.

Recording customer interactions: Maintain accurate and complete records of all customer interactions, including notes on conversations, payment arrangements, and other relevant information. Analyzing account data: Analyze account data to identify trends and patterns. Developing collections strategies: Develop and implement collections strategies that are aligned with the company's overall financial goals and objectives.

Participating in cross-functional teams: Work with other departments within the company and ensure that collections processes are properly aligned with other business processes.

Responsibilities

: Maintain accurate and real time timesheets Receive mentoring and feedback from peers and others Where appropriate, escalate complicated issues to a more senior resource or other appropriate teams Actively Participate in Team Huddles, L10 Meetings, One on One Meetings, and any other Team Meetings Attend training & team meetings as required Ensure work aligns with VC3 standards Assist VC3 team members as required. Maintain constant and clear communication with clients and colleagues Collaborate with all VC3 departments to maximize client satisfaction Continuously provide feedback to help improve processes and procedures to provide superior service Provide or facilitate timely responses and guidance to client requests Maintain documentation, processes, and standards through the change management processes Maintain an in-depth knowledge of the products and services that are offered Additional duties as required Empathy and Customer Service Orientation: Ability to understand and empathize with customers' financial situations while maintaining a professional and customer-centric approach. Strong Communication Skills: Excellent verbal and written communication skills to effectively interact with customers, negotiate payment terms, and resolve disputes or issues.

Negotiation and Persuasion: Proficiency in negotiating payment plans, convincing customers to make timely payments, and resolving delinquencies. Active Listening: Ability to actively listen and understand customers' concerns, objections, and reasons for non-payment. Problem-Solving Abilities: Aptitude for analyzing customer accounts, identifying potential issues, and developing appropriate strategies to recover outstanding payments.