Debt Recovery Specialist

ValorVIP is seeking a skilled Debt Recovery Specialist to join our team. As a Debt Recovery Specialist, you will be responsible for contacting customers with outstanding debts to collect payments and negotiate repayment plans.

Key Responsibilities:

• Place outbound calls to customers with delinquent accounts to discuss outstanding balances, payment options, and negotiate repayment plans.
• Use scripted dialogues and negotiation techniques to encourage timely payments and resolve outstanding debts.
• Engage with customers in a professional and empathetic manner, actively listening to their concerns and addressing questions or objections regarding payments.
• Provide accurate information about account status, payment terms, and consequences of non-payment.
• Process payments over the phone, including credit card transactions, electronic fund transfers, and payment arrangements, ensuring accuracy and compliance with payment processing protocols.
• Document payment arrangements, notes, and interactions with customers in the collections system.
• Adhere to regulatory requirements and company policies governing debt collection practices, including the Fair Debt Collection Practices Act (FDCPA) and other relevant regulations.
• Ensure that all collection activities are conducted ethically, professionally, and in accordance with legal guidelines.
• Maintain accurate and up-to-date records of customer interactions, payment arrangements, and account statuses in the collections database or customer relationship management (CRM) system.
• Generate reports and metrics related to collection performance, call outcomes, and payment recovery rates.
• Provide exceptional customer service by addressing customer inquiries, resolving issues promptly, and escalating complex cases to team leaders or supervisors when necessary.
• Build rapport and trust with customers to facilitate positive interactions and increase willingness to cooperate with repayment efforts.

Candidate Qualifications:

• High school diploma or equivalent; some college coursework or degree preferred.
• Proven experience in collections, customer service, or call center environments is advantageous.
• Strong communication skills, both verbal and written, with the ability to effectively convey information and negotiate payment arrangements.
• Excellent interpersonal skills, including active listening, empathy, and conflict resolution abilities.
• Ability to work in a fast-paced environment, handle challenging situations with composure, and maintain professionalism under pressure.
• Familiarity with collection software, CRM systems, and call center technology is a plus.
• Knowledge of debt collection laws, regulations, and compliance requirements is preferred.
• Strong attention to detail, organizational skills, and proficiency in data entry and documentation.
• Willingness to work flexible hours, including evenings and weekends, as needed.

Compensation Details:

ValorVIP offers competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.

Physical Requirements:

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.

Conditions of Employment:

All MCI Locations

Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.

Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Equal Opportunity Employer:

At ValorVIP and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at ValorVIP are based solely on a person's merit and qualifications.

ValorVIP maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling ValorVIP's commitment to a diverse and equal-opportunity work environment.

ValorVIP does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

ValorVIP will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

ValorVIP will not tolerate discrimination or harassment based on any of these characteristics.

We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.

In addition, ValorVIP's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

Reasonable Accommodation:

Consistent with the Americans with Disabilities Act (ADA), it is the policy of ValorVIP and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.

The policy regarding requests for reasonable accommodation applies to all aspects of employment.

If reasonable accommodations are needed, please contact Human Resources.

About ValorVIP:

$13.25 - $15.20 / hour

About Us:

ValorVIP helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance.

ValorVIP assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time.

ValorVIP has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitalization, ValorVIP ensures clients do more for less.

ValorVIP is the holding company for a diverse lineup of tech-enabled business services operating companies.

ValorVIP organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners.

ValorVIP now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following ValorVIP brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

Disclaimer:

The purpose of the above job description is to provide potential candidates with a general overview of the role.

It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.

You may be asked by your supervisors or managers to perform other duties.

You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time.

This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.