Collections Support 3

About the Team/Role

Collections Support: This role involves managing delinquent accounts by communicating with customers, applying sound judgment to balance risk and retention, and using industry knowledge and tools to drive resolution. The ideal candidate demonstrates strong communication, analytical, and organizational skills, thrives in a dynamic environment, and shows enthusiasm for innovation and continuous learning.

How you'll make an impact

• Communicate clearly and professionally, both verbally and in writing, to influence timely payment and resolve delinquent balances.

• Assess customer needs and apply sound judgment to balance risk, productivity, quality, company goals, and customer retention.

• Educate customers on account terms, conditions, and alternative payment methods.

• Professionally de-escalate conflicts using empathy and active listening.
  Manage complex and late-stage delinquencies with strategic thinking and professional expertise to achieve resolution.

• Proactively prevent delinquencies from escalating.

• Apply knowledge of industry standards, internal policies, and FDCPA guidelines to inform collection strategies.
  Demonstrate consistency and accuracy in process execution across multiple systems and portfolios.

• Utilize all available skip tracing tools to make right-party contact.

• Leverage collection tools and payment solutions to minimize bad debt exposure.
  Maintain thorough and accurate documentation and ensure timely follow-up.

• Thrive in a fast-paced, evolving environment with minimal supervision.

• Demonstrate self-motivation, reliability, assertiveness, and collaboration.
  Stay current on industry trends and regulatory updates through training and development opportunities.

• Participate in special projects and perform additional duties as assigned.

• Show enthusiasm for automation, AI, and emerging technologies and their potential applications in business processes.

Experience you'll bring

• Experience & Technical Proficiency: 3–5 years of relevant experience; foundational accounting knowledge; intermediate proficiency in Excel and Access.

• Communication & Collaboration: Effective verbal, written, and persuasive communication; skilled in negotiation and influencing behavior; team-oriented.

• Analytical & Decision-Making: Strong critical thinking, judgment, and results-focused decision-making.

• Work Ethic & Adaptability: Self-driven, detail-oriented, adaptable to change, and maintains strict confidentiality.

• Organizational Skills: Excellent time management and organizational abilities with a focus on accuracy and productivity.
  Specialized Knowledge: Proficiency in skip tracing practices.

Complexity and Creativity

• Regularly evaluates account data and engages customers in financial discussions to determine resolution strategies.

• Uses account history, proprietary tools, credit policies, and external data to assess risk and develop creative, customer-specific payment solutions.

• Exercises daily judgment in decisions that impact credit risk, customer status, and potential account escalations.

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section.

Pay Range: $19.00 - $25.00