Collections Representative

Position Summary

The Customer Service Collection Representative takes ownership of account handling, maintenance, collection and liquidation for assigned portfolios. Responsible for working accounts efficiently in order to maintain consistent follow-up, account compliance and necessary maintenance. Evaluates and limits loss exposure, provides customer-oriented service and problem resolution in accordance with established guideline.

Major Duties and Responsibilities

Achieve Annual Scorecard objective for delinquency

Accurate and timely handling of all inbound & outbound delinquent phone calls

Analyze payment history and notes from the system and clearly communicates status to the customer

Document all activities in accordance with established procedures in a clear and concise manner utilizing the appropriate systems and appropriate forms

Analyze account characteristics and negotiates with customer on acceptable arrangements to bring their account current and/or recommend appropriate solutions

Use appropriate collection and skip tracing tools (Nexis Lexis, extensions, due date changes, etc.) to maintain delinquencies, repossessions and losses at or below corporate objectives

Promptly reports/refers sensitive and complex issues to the Collection Supervisor

Initiate repossession procedures after other methods to bring account current are unsuccessful

Fulfills commitments made to customers and holds customer accountable to ensure they honor their commitments

Interfaces with other departments to resolve customer issues

Prepare miscellaneous reports, presentations and correspondence, as directed

Assist other Commercial Finance Group associates in the achievement of Group goals and objectives

Southern States Toyota is looking for individuals with strong business sense and practical expertise. Successful candidates should have:

General Skills /Technical Requirements

Intermediate to advanced proficiency with Microsoft Excel preferred

Strong knowledge of Microsoft Office

SAP knowledge is preferred

Experience/ Educational Requirements/ Licenses or Certifications

B.A./B.S. degree or related work experience preferred

Minimum 2 years of collections experience, Commercial accounts highly preferred

Minimum of 3 years customer interaction experience required

Previous experience in a customer service/call center/collections environment helpful

PC keyboarding and navigation skills between various programs and systems are required

Special Skills/Knowledge

Proven analytical, organizational, and problem-solving skills

Strong verbal and written communication skills and interpersonal skills with a strong customer focus and sense of urgency

Ability to work independently under pressure to meet both internal and external deadlines

Strong attention to detail and follow up skills

Self-starter and ability to work independently

Environmental Job Requirements

Working environment consists of working at a desk setting using a computer and desk phone or headset. Occasional walking in the shop area and other areas of the facility may be necessary. These areas involve walking on a concrete floor which may have temporary cracks appearing in the floor, causing an uneven walking surface. Comfortable shoes should be worn depending on the work environment. The painting and shop areas can be dusty, noisy, and drafty depending on weather conditions, as these areas are well ventilated and open to outside air. Work near moving mechanical parts 5%; Fumes or airborne particles 5%; Toxic or caustic chemicals 5%

Physical Job Requirements

Majority of this position requires sitting at a desk utilizing a computer monitor and phone frequently – 90%. Visual fatigue may happen with extended periods of computer use. Walking up and down stairs, on carpet, tile, and concrete areas is necessary in this position – 5%. There is minimal outside exposure in this position, however, depending on employee needs, it may be necessary for the employee to spend some time in the shop area – 5%. Of an 8-hour work day, the employee would typically spend time doing the following: standing 10%; walking 5%; sitting 90%; using hands 100%; reaching with hands and arms 100%; stooping, kneeling, crouching, or crawling 1%; hearing or talking 100%. In this position, moderate noise is expected, examples include typical business office noise from computers and printers and exposure to noise from light foot traffic. Distance/near clear vision is critical. Ability to lift up to 10 lbs.

Job Description

This information indicates the general nature and level of work performed by associates in this role. It is not designed to contain an inventory of all duties, responsibilities, and qualifications required of associates assigned to this role, and associates may be asked to assist with other duties. This description supersedes any previous documentation for this role. Management reserves the right to add or change the duties of the position at any time.

About Southern States TOYOTAlift – Toyota Industrial Equipment

We are Florida & Central Georgia’s source for Material Handling Solutions with 9 branches in Tampa, Winter Haven, Orlando, Ocala, Jacksonville, Columbus, Albany, Macon, and Valdosta, complimented by a full fleet of deployed mobile service technicians. For over 60 years we have been a leading provider of Toyota forklifts. We offer a single source solution for new and used material handling equipment sales and equipment rentals. Additionally, we offer OSHA compliant operator training and forklift parts and maintenance to ensure customers stay productive and profitable. Toyota has been the number-one selling lift truck in the U.S. since 2002.

Southern States TOYOTAlift is proud of our workforce who support and contribute to the company. We seek people committed to excellence with talent, skill, innovation. We offer a competitive salary, comprehensive benefits and a pleasant and challenging working environment. We are committed to innovation, quality, customer service and talent.

Our Values:

Honesty, Initiative, Teamwork, Competency, and Hardwork

Our Purpose – To help our client customers achieve competitive advantage and improve their profits, safety, and productivity.

Our Vision – To be the most successful and respected material handling equipment distributor in the U.S.

Our Mission – To sustain continuous profitable growth by providing the best customer experience.