Collections Specialist

Collections Specialist

Overview

Voted by Newsweek in 2024 as one of America's Greatest Workplaces for Diversity

Local Remote Position. Must live in the Greater Milwaukee Area.

Make Lives Better Including Your Own.

If you want to work in an environment where you can become your best possible self, join us! You'll earn more than a paycheck; you can find opportunities to grow your career through professional development, as well as ongoing programs catered to your overall health and wellness.

Full suite of health insurance, life insurance and retirement plans are available and vary by employment status. Additional benefits offered include, but are not limited to:

• Tuition Reimbursement

• Pet Insurance

• Adoption Reimbursement Benefits

• Variety of Associate Discounts

Veterans, transitioning active duty military personnel, and military spouses are encouraged to apply.

To support our associates in their journey to become a U.S. citizen, Brookdale offers to advance fees for naturalization (Form N-400) application costs, up to $725, less applicable taxes and withholding, for qualified associates who have been with us for at least a year.

Responsibilities

The Collections Specialist is responsible for monitoring and reviewing account status reports to identify and resolve delinquent accounts.

• Providing quality customer service and collections in a high-volume, fast-paced, multi-channel contact center using automated call distribution and workload distribution software while accurately processing and recording customer contacts via the designated tracking software.

• Reviews aging and other reports to identify delinquent accounts, initiating collection process on overdue accounts by contacting customers via mail and/or telephone in order to obtain payment. Identify potential customer account issues through review of daily, weekly, and monthly generated reports and queries.

• Research and resolve potential billing errors, disputes, cash application, and other issues through regular customer account audits to ensure billing accuracy and maintain a high level of customer satisfaction.

• Coordinates with others, including field personnel, to develop, implement, and monitor collection strategy.

• Assisting in training community associates as pertains to collections procedures and functionality available in multiple proprietary systems.

• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customers' experience.

• Additional duties, as assigned.

This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. An associate should perform all duties as assigned by his/her supervisor.

Qualifications

Education and Experience

High school diploma or GED required. A minimum of one year of collections experience is required. Additional experience in accounts receivable, billing and/or customer service experience in a call center or similar setting is preferred. Excellent oral and written community skills. Proficiency in Microsoft Office (i.e. Excel, Word, etc.) is required.

Certifications, Licenses, and Other Special Requirements

None

Management/Decision Making

Makes standard and routine decisions based on detailed guidelines with little independent judgment. Problems are generally solved with clear, detailed guidelines or by reporting them to a supervisor.

Knowledge and Skills

Has a basic level of a skill and can follow written or verbal instructions. Has basic technical skills to complete a few repetitive and well-defined duties. Has a basic knowledge of the organization in order to answer basic questions.

Physical Demands and Working Conditions

• Standing

• Walking

• Sitting

• Use hands and fingers to handle or feel

• Reach with hands and arms

• Talk or hear

• Ability to lift: Up to 25 pounds

• Vision

• Requires interaction with co-workers, residents or vendors

Brookdale is an equal opportunity employer and a drug-free workplace.