Collections Specialist - FTL Finance

The Collections Specialist is responsible for all phases of the collection process and must follow FTL Finance compliance and collections policies. 

FTL Finance is a nationwide consumer financing company on a mission to help HVAC and home improvement contractors grow their businesses. We believe financing should be easy and accessible for everyone, and we’re constantly innovating to make that vision a reality. 

Our team lives outside of the box and fosters a trusting, supportive culture where everyone feels valued as people first. We purposefully approach relationships with our customers, partners, and each other with a spirit of cooperation, sincerity, and fun.  

Would you like to be part of our success?

Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. 

• Manage unpaid accounts to ensure timely collection by working directly with customers as well as all levels of the organization and outside collection agencies.
• Utilize all available search resources to obtain relevant contact information for unpaid accounts.
• Collaborate within the collections department to strategically execute collections objectives.
• Collaborate with other collection specialists to successfully hit team metrics that include:
  • Make outbound dials of 15-20 calls per hour.
  • Maintain a certain level of Delinquency percentages and write off percentages.
• Follow all required compliance regulations and system procedures.
• Provide excellent customer service while resolving issues.

Competencies:

•  Achievement Focus: Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
• Cooperation: Displays positive outlook and pleasant manner; Establishes and maintains effective relations; Exhibits tact and consideration; Offers assistance and support to co-workers; Works actively to resolve conflicts; Works cooperatively in group situations.
• Customer Service: Displays courtesy and sensitivity; Manages difficult or emotional customer situations; Meets commitments; Responds promptly to customer needs; Solicits customer feedback to improve service.
• Teamwork: Balances team and individual responsibilities; Contributes to building a positive team spirit; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Puts success of team above own interests
• Quantity: Achieves established goals. Completes work in a timely manner. Meets productivity standards. Strives to increase production. Works quickly.
• Conflict Resolution: Confronts difficult situations. Encourages open communications. Keeps emotions under control. Maintains objectivity. Uses negotiation skills to resolve conflicts.
• Dependability: Commits to doing the best job possible. Follows instructions, and responds to management direction. Keep commitments. Meets attendance and punctuality guidelines. Responds to requests for service and assistance. Takes responsibility for own actions.
• Language Ability: Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Write routine reports and correspondence. Speak effectively before groups of customers or employees.
• Mathematical  Ability:  Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Compute rate, ratio, and percent, and draw and interpret bar graphs.
• Reasoning Ability:  Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Deals with problems involving several concrete variables in standardized situations.
• Computer Skills: Knowledge of Microsoft Excel and Word, experience with Customer Relationship Management software and Customer Information software.

Education/Experience:

Associate's degree or equivalent from a two-year college or technical school; or two to three years related experience and/or training; or equivalent combination of education and experience. Previous experience in collections or an administrative role required.

Shift: This position has 2 shifts of 11am -7 pm and 9am -5 pm, Monday - Friday. Candidates must be willing to work between the hours of 9am -7pm.

At FTL Finance, we value diversity and the uniqueness of all people. We thrive in an inclusive environment, and we recruit, hire and promote without regard to race, gender, age, color, gender identity, gender expression, sexual orientation, ethnic or national origin, citizenship, religion, sexual preference, military or veteran status, marital status, family status, physical or mental disability - or any other legally protected categories as set forth in the applicable state, federal or local laws. This policy applies to all aspects of employment including training, compensation, benefits, and all other privileges of employment.