Account Resolution Specialist

Job Description

Job Description

Position Summary:

The Account Resolution Specialist is responsible for resolving repossession, collection, and recovery of delinquent accounts placed with ACS. This includes activation, location, problem-solving funding, facilitation of payment, hiring of recovery agents, and maintaining the highest level of professionalism when dealing with clients and their customers. All duties must be carried out in compliance with federal, state, and local regulations.

Responsibilities:

• Treat all customers with dignity and respect.
• Manage a portfolio of assigned accounts to successful resolution.
• Manage a network of repossession agents and transporters, including onboarding or terminating relationships as needed.
• Be available to clients and agents, which may include nights and weekends.
• Investigate historical data for each debt or bill.
• Find and contact customers to inquire about overdue payments.
• Perform skip tracing to locate customers who have moved or lost contact with the original creditor.
• Facilitate payment terms with customers in accordance with client guidelines, including recovering distressed assets or collecting balances owed.
• Develop a working knowledge of credit, credit bureau reporting, and problem-solving funding resources.
• Take proactive actions to encourage timely debt payments.
• Process payments and refunds.
• Complete client and agent invoicing.
• Update account status records and recovery efforts.
• Report on collection activity and accounts receivable status.
• Document all recovery and collection efforts in compliance with agency standards.
• Support colleagues by sharing knowledge and fostering continuous learning.
• Foster a team-oriented environment to ensure collective success.
• Maintain professional relationships with clients, providing updates and pricing schedules as needed.
• Stay familiar with client work standards, expectations, and fee schedules.
• Retain a working knowledge of recovery laws and debt collection codes.

Qualifications:

• High School Diploma or Associate’s Degree required.
• 3–5 years of experience in collections or account recovery.
• IACC Certified Commercial Collector preferred.

Preferred Skills:

• Expertise in skip tracing, assigning agents, negotiating fees, account resolution, and account maintenance.
• Strong computer skills and familiarity with smartphones, tablets, and other technology.
• Knowledge of proprietary recovery software and skip-tracing tools.
• Excellent communication, organizational, and multitasking abilities.

Perks and Benefits Include:

• Competitive Compensation: Annual pay for this position is $60,000 plus commission, with opportunities for bonuses based on personal performance.
• Health and Wellness: Comprehensive medical, dental, and vision insurance plans to support your health and that of your family.
• Retirement Savings: 401(k) plan with a company contribution to help you plan for a secure future.
• Work-Life Balance: Paid time off (PTO) and holiday schedules.
• Professional Development: Opportunities for career growth, training, and continuous learning to support your development.
• Company Culture: A positive and inclusive work environment that values teamwork, integrity, and innovation.
• Employee Assistance Program (EAP): Confidential support services for personal and work-related challenges.
• Flexible Work Arrangements: Hybrid work options and flexibility to help maintain a healthy work-life balance.
• Additional Perks: Company-sponsored events, team-building activities, and recognition programs to celebrate employee achievements.