Massachusetts Creative Jobs

F.H. Cann & Associates, Inc. (FHC) is a Business Process Outsourcer for its client, you are considered an Collection Toll Supervisor on behalf of FHC to provide collection essential functions for designated clients. In this role you may be transferred to other client divisions which can include, Collection Supervisor, Collection Specialist, Call Center Supervisor, Call Center Representative & Quality Assurance duties (handling or reviewing inbound/outbound phone calls and chats), admin work, data entry, etc. based on client needs, at any time. Should this occur, additional training would be provided on an as needed basis. The Collection Toll Supervisor is responsible for overseeing the contacting of customers to collect outstanding toll debts or toll payment while maintaining a professional and empathic approach. This role involves managing customer accounts, negotiating payment plans, and ensuring compliance with company polices and legal regulations. The supervisor works to minimize delinquent accounts handled by FHC and support our clients financial health. Customer Contact & Communication Contact customers with tools accessible to you such as telephony, and other approved only communications such as Chat, Text, Email, and social media Establish contact with customers to recover delinquencies and offer available solutions to repay their accounts placed with FHC. Provide necessary information for customer to understand debt owed and options Obtain information necessary to assess customers ability to repay debt owed such as address, work, income, and other income resources Address all inquiries and request made by customers to support customer resolution Supervisor Performance and Payment Negotiations Meet or exceed individual Supervisor Goal and Collection Specialist Goals Manage performance of collection specialist while being cost cognizant with intentions to exceed assigned collectors overall draw Conduct regular team meetings to include cohesiveness around team and overall collection unit Manage the Collections Department, develop and mentor the Collection Specialists, and perpetuate FHCs company culture Monitor collectors adherence to talk off progressions, and payment negotiations expectations Meet or exceed daily, weekly, and monthly performance goals, deadlines, and objectives. Training & Compliance Work to further improve talk off tactics such as rebuttals, negotiation methods, deadline guidance Collectors best practices such as trackings of accounts hots, leads, contacts, nsfs, promises, etc. Recommending tools to remind collectors on follow ups. Network and communicate with best performers on best practices to improve overall ability of individual collectors assigned to you Inquire with Manager on best ways to handle collection specialist training and increasing individual performances Improve overall techniques to liquidate debt, and follow through with techniques, change tactics based on collector. Adhere to all laws and regulations surrounding company polices, industry standards, FDCPA, Reg-F, and other debt collection laws Experience Previously worked on a Toll Collection Project Experience in handling customers regarding Toll Debt Toll Industry Tool Knowledge Toll Tags, AVI Systems, & Transponders, Ramifications of Non-Payment Had oversight in handling or dealing with high volume related to toll debt Required Education and Experience Experience in Department of Education and/or Student Loan Debt Collection required 3+ years of experience with Debt Collection Management with Department of Education and/or Student Loan Debt Collection required Work Environment Office role Work Authorization/Security Clearance Requirements May be required to pass Federal background screening and/or state level criminal background screening. Physical/Mental Demands Physical Demands - While performing the duties of this role, an employee is frequently required to sit, talk, or hear, in person and by telephone; use hands to