About Us: EMG Acquisition Group is a leading provider of financial solutions to consumers across the nation. We pride ourselves on offering personalized and innovative financial products and services that empower our customers to support their financial journey. Our team is dedicated to delivering exceptional customer service and ensuring the financial well-being of our clients.
Job Description: We are seeking a motivated and detail-oriented Virtual Collection Specialist. In this role, you will be responsible for managing and collecting delinquent accounts while maintaining a high level of professionalism, relationship building and customer service. You will leverage your communication skills and knowledge of collection practices to help customers resolve their outstanding balances.
Key Responsibilities:
- Inbound and Outbound communications via phone, email, and chat to collect past-due accounts.
- Negotiate payment plans and settlements with customers while adhering to company policies and legal requirements.
- Maintain accurate records of customer interactions, payment arrangements, and account statuses in the company’s database.
- Provide exceptional customer service by addressing customer inquiries and concerns promptly and professionally.
- Collaborate with other departments, such as customer service and compliance, to resolve complex issues.
- Stay informed about industry regulations and best practices to ensure compliance with all collection laws and company policies.
- Achieve individual and team collection targets and performance metrics.
Qualifications:
- High school diploma or equivalent; Associate’s or Bachelor’s degree in finance, business, or a related field is preferred.
- Bi-lingual preferred.
- Proven experience in collections, preferably within the finance or consumer lending industry.
- Empathy and a strong desire to help others, build bridges, form and support customer relationships.
- Well-developed negotiation, problem solving and account resolutions skills
- Excellent verbal and written communication skills.
- Ability to work independently and manage time effectively in a remote work environment to achieve productivity expectations in a high-volume call environment.
- Computer and multi-tasking skills with the ability to talk and type as well as navigate multiple systems and screens.
- Proficient in using CRM software, Microsoft Office Suite, and other relevant technologies.
- Knowledge of federal and state collection laws and regulations.
- High level of integrity and confidentiality.
Benefits:
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- 401(k) plan with company match.
- Paid time off and holidays.
- Ongoing training and professional development opportunities.
- Flexible remote work environment.