Collections Agent

The ideal candidate is comfortable speaking with members by phone, handling payment conversations professionally, documenting every interaction accurately, and following established collection and return processes. This position requires a strong attention to detail, persistence, and the ability to balance member service with revenue recovery.

Key Responsibilities

Collections & Account Resolution

• Contact members with 61+ day outstanding balances to resolve past-due accounts.
• Work assigned accounts and follow the established collections workflow.
• Contact members with inactive VR accounts, including members who have been inactive for 90+ days.
• Follow up on Never Started / Need Return accounts and determine the appropriate next step.
• Collect outstanding balances and process payments according to company procedures.
• Explain balances, payment expectations, and available resolution options clearly and professionally.
• Escalate accounts when additional review or assistance is required.

Equipment Returns

• Contact members regarding equipment that needs to be returned.
• Explain return requirements and assist members through the return process.
• Coordinate return-label requests when needed.
• Follow up on equipment that has not been returned.
• Apply the appropriate non-return charge when required under company policy.

Documentation & Account Management

• Accurately document every member interaction in the appropriate system.
• Record call outcomes, payment information, return status, and next steps.
• Maintain accurate account notes so other team members can easily understand the status of an account.
• Update account statuses and tracking information as required.
• Follow up on accounts according to assigned timelines.

Member Communication

• Make outbound calls to members regarding balances, payments, inactive services, and equipment returns.
• Handle difficult or sensitive conversations professionally and empathetically.
• Answer member questions and explain next steps clearly.
• Maintain a professional and helpful tone while working toward resolution.