Collections Specialist

Title: Remote Collections Specialist

Location: Jacksonville, FL, United States

Job Description:

Position Summary:

ADT is committed to hiring team members who are passionate about providing exceptional customer service - people who understand the importance of customer satisfaction and what it means to their career development.  As a company that is well-positioned to continue meeting and exceeding our customers' evolving needs, ADT also takes pride in upholding a rewarding work experience for all of our team members. 
Duties and Responsibilities: 

• Resolve inbound and outbound calls by using multiple applications and screens. 
• Respond to general billing inquiries to review and resolve account issues.
• Ability to negotiate and obtain payments today or postdate within 7 days.
• Direct customers to appropriate team within ADT if issue is outside the scope of the collection’s role.
• Ability to clearly explain billing charges and answer any questions related to billing.                                    
• Ask probing questions to overcome objections by utilizing negotiation skills.
• Meet minimal standards/goals monthly.
• Meet all compliance and QA standards. 
• Flexibility with special projects which may require overtime.
• Maintain appropriate attendance and adherence goals.
• High speed internet required: DSL, Cable or Fiber internet service with the ability to hardwire via ethernet from cable modem to your PC.
• 5G Home Internet and Fixed wireless internet are NOT accepted providers.
• Internet speeds of at least 50 mbps to download and 25 mbps to upload.  

Education/Certification:

• High school diploma or equivalent. 

Experience:

• Minimum of one (1) year in first-party collections (non-A/R), specific relatable experience includes: Car loan, financial and credit card collections including taking payments from customers and/or setting up payment arrangements, advising required payment amount
• Customer Service experience in a remote setting
• Multi-Computer-screen navigation, multiple applications, strong negotiation skills

Skills:  

• Basic typing, math, and problem-solving skills
• Strong communication and verbal skills
• Ability to multitask with multiple computer programs. 
• PC experience and/or ability to learn basic functions.

Training:

• This role is onsite training in our Jacksonville, Florida, location for 10+ weeks (dependent on readiness) before transitioning to a remote work from home. Candidates must reside 30 miles from the Jacksonville, Florida, site location for on-site training before transitioning to remote. 
• Training time: Monday - Friday, 8:30 am - 5:30 pm 

Schedule:

• Our department is closed on weekends and most holidays, allowing our employees to enjoy every weekend off!
• This role offers a shift schedule ranging from 10:00 am to 12:30 pm EST start time Monday – Friday.

Pay and Benefits Disclosure:

The starting hourly rate for this position is $17.00 per hour and will reach $20.00 per hour after 180 days of employment. (You will receive incremental increases of .50 every 4 weeks until the rate of $20.00 is reached). 

We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, well-being benefits, and paid time off, among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays. 
About the Team

Company Overview:

ADT has been in the business of helping save lives since 1874. As the #1 smart home security provider in the U.S., we help protect and connect families, businesses and larger commercial customer every day. Our continuous innovation, advanced technology and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business or on the go. And as times change, so do we. Above all, our mission is clear: we help save lives for a living. Looking for a career where you can make a real impact? Join our team today and put purpose behind your paycheck. #WeAreADT