Elizabeth River Crossings ยท 1 week ago
Collector-Customer Account Specialist
Portsmouth, VA
Full-time
Hybrid
Entry Level
$19.50/hr - $19.50/hr
1+ years expElizabeth River Crossings is focused on providing efficient toll collection services at the Elizabeth River Tunnels. The Collector-Customer Account Specialist is responsible for managing delinquent accounts, contacting clients to resolve payment issues, and ensuring compliance with company policies and legal standards.
RailroadTransportation
Responsibilities
Assumes responsibility for the effective and professional performance of collections functions
Receives delinquency reports from the computer system and verifies the status of the accounts
Follows up on delinquent accounts by telephone, personal contact, and correspondence to secure a satisfactory resolution to the repayment problem. Discusses possible financial arrangements, informs clients of potential legal actions, and suggests financial counseling to arrive at suitable payment arrangements. Continues to collect until the account becomes a write-off, bankruptcy, or attorney account. Makes early contact with clients to collect and keep them informed of account status
Utilizes effective human relations skills and various forms of persuasion to present a positive Company image in an already negative situation. Calms irate clients and answers questions and complaints relevant to Department functions. Determines reasons for delinquencies and works toward permanent solutions. Minimizes losses by early actions
Utilizes further appropriate collection methods if initial attempts do not secure required payment. Recommends extensions of due dates. Suggests consolidations and financial counseling
Posts approved extensions and notifies clients of new due date by mail
Recommends and completes small claims court complaints and post judgment actions including garnishments and supplemental orders
Follows relevant procedures for certain situations such as bankruptcy, legal action, or death
Recommends possible charge-offs
Performs collections efforts in accordance with Company policies and procedures and ensures they are legally compliant
Utilizes various means/systems to locate valid contact details for delinquent accounts
Assumes responsibility for the efficient administration of collections activities
Keeps accurate and up-to-date activity reports on late, potentially late, and delinquent accounts
Documents all collection actions taken, including telephone conversations, alternative financial arrangements, and correspondence on computer
Researches accounts that appear on late and potentially late records to ensure that Company errors are detected promptly. Provides clients the opportunity to fully explain their account status
Responsible for taking payment and accountable for all financial transactions
Assumes responsibility for ensuring that professional business relations are established and maintained with clients and external contacts
Maintains the Company's professional reputation throughout collections operations and in all contacts with clients
Maintains confidentiality
Develops contacts with credit bureaus and other financial institutions. Uses shared information to effectively minimize Company losses
Assumes responsibility for establishing and maintaining effective communication and coordination with Company personnel
Assists area personnel as needed
Keeps management informed of activities, progress toward established objectives, and of any significant problems
Attends and participates in meetings as required
Assumes responsibility for related duties as required or assigned
Stays informed of changes in collections policies, procedures, and related legal requirements
Ensures work area is clean, secure, and well maintained
May be asked to assist with legal process such as preparation of accounts, documentation, or settlements
Qualification
Required
High school graduate or equivalent
Knowledge of collection procedures and related laws and regulations
Understanding of Company policies
Familiar with default and enforcement clauses
Basic understanding of the U.S. Bankruptcy Code
Understanding of Small Claims Court system
A minimum of 1 year related experience and/or equivalent combination of experience and/or education
Accuracy and thoroughness in work
Excellent communication, telephone, and public relations skills
Ability to work well independently
Ability to work well in stressful situations
Ability to operate related computer applications and other business equipment including calculator, copy machine, printer, credit bureau terminal, telephone, fax
Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together
Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly
Average Hearing: Able to hear average or normal conversations and receive ordinary information
Repetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or fingers
Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery
Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally
Reasoning Ability: Ability to deal with a variety of variables under only limited standardization
Able to interpret various instructions
Mathematics Ability: Ability to perform basic math skills, use decimals to compute ratios and percents, and to draw and interpret graphs
Language Ability: Ability to use passive vocabulary of 5-6,000 words; to read at a slow rate; define unfamiliar words in dictionaries for meaning, spelling, and pronunciation
Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs
Ability to communicate in complex sentences; using normal word order with present and past tenses; using a good vocabulary
Benefits
ERC covers the commuting cost of tolls at the Elizabeth River Tunnels for our employees.
ERC is currently offering a hybrid schedule for the call center.
Company
Elizabeth River Crossings
Elizabeth River Crossings (ERC), officially Elizabeth River Crossings OpCo, LLC, is a limited liability company owned by Abertis and Manulife Investment Management.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Anna Bonet Olivart
Chief Executive Officer
Company data provided by crunchbase