Collections Specialist
4 weeks ago
About the Role
The Collections Specialist will be responsible for maintaining and collecting past due, delinquent, and defaulted accounts. This will primarily involve contacting customers by phone, email, or automated dialer to resolve outstanding balances. In addition to phone calls, the specialist will also perform account research to identify opportunities to maintain the account, including skip tracing, entering accounts for disconnect of service, requesting an updated or corrected letter, escalating account issues to the correct departments, etc.
Key Responsibilities
- Monitor assigned past due inventory and contact customers to determine the best course of action.
- Provide research on customer accounts to other work groups or customers as needed.
- Establish payment arrangements consistent with Sunnova policy to help customers resolve outstanding balances.
- Handle inbound customer telephone calls and provide resolution to these calls to prevent escalations.
- Request updates on outstanding cases, enter new cases, or comment on existing cases as needed for the situation.
- Perform account maintenance, including accurate note taking, updating demographics, removing bad phone numbers, etc.
- Demonstrate a good customer service approach with the use of soft skills to ensure that we are keeping our delinquent accounts down while simultaneously providing a positive customer experience.
Requirements
- Minimum of one year of equivalent experience in collecting delinquent accounts.
- Three to five years' experience in a customer service and/or call center setting.
- Intermediate skills with Microsoft Excel, Office, and Teams.
- Bilingual in Spanish.
- Ability to work independently and complete assigned tasks timely.
Preferred Qualifications
- Previous experience in the utility industry.
- Previous experience in a B2C retail environment.
About MBOMT
MBOMT is an industry-leading adaptive energy services company focused on making clean energy more accessible, reliable, and affordable for homeowners and businesses. We are committed to providing a positive customer experience while maintaining our delinquent accounts.
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