[Hiring] Customer Collections Specialist @Prime System Solutions

Role Description

Prime System Solutions is seeking a Customer Collections Specialist to support a US-based client. The ideal candidate will have a minimum of 2 years of solid collections experience, strong communication and negotiation skills, and the ability to manage customer accounts while maintaining a positive customer experience. Candidates must be comfortable working in a fast-paced environment, meeting collection targets, and utilizing CRM systems. Availability to work during US EST/CST business hours is required.

• Effectively manage a portfolio of accounts including those of high value, ensuring the timely recovery of outstanding balances through strategic oversight and proactive follow-up.
• Leverage strong negotiation and persuasion skills to secure payment commitments while maintaining professional, positive customer relationships.
• De-escalate challenging situations by using active listening, empathy, and problem-solving to resolve issues and sustain positive relationships.
• Utilize multiple systems (Salesforce, Zuora, Nexamp Portal) to identify and resolve problems efficiently.
• Accurately document and track collections processes and activities to ensure accuracy and compliance.
• Enhance customer retention by providing clear explanations of community solar benefits, addressing concerns, and creating a positive customer experience that encourages continued engagement.
• Perform skip tracing techniques to locate hard-to-reach customers using various tools and investigative strategies.
• Prioritize customer experience by delivering empathetic, solution-driven interactions that foster trust and satisfaction.
• Manage collections for both residential and commercial accounts, including large accounts with multiple locations, ensuring tailored collection strategies to maximize recovery rates and proactively following up to ensure invoices are paid on time, minimizing delinquencies and maintaining strong customer relationships.
• Collaborate within the team, sharing innovations and best practices to drive continuous improvement.
• Thrive in a fast-paced, goal-oriented environment, adapting quickly to changing priorities.
• Communicate effectively with other departments to ensure collection cases are managed appropriately.
• Consistently meet and exceed departmental KPIs, including dollars collected and call volumes.
• Be open to coaching and constructive feedback, applying suggestions to enhance performance.
• Efficiently manage multiple daily tasks, including making outbound calls, handling inbound inquiries, responding to emails, managing Salesforce cases, and following up to ensure timely resolutions.
• Clearly explain community solar benefits and savings to customers, enhancing their understanding and engagement.

Qualifications

• 2+ years of professional experience in a collection role.
• Excellent communication skills, both verbal and written.
• Knowledge of Billing and Collections procedures.
• Experience with skip tracing tools and investigative techniques to contact customers.
• Passion for delivering excellent customer service and retention strategies.
• Proficient in Excel, typing, and computer navigation skills.
• Salesforce or similar CRM system experience required.
• You are self-motivated, self-starting, and self-assured!
• Attention to detail in client-facing communication.
• Ability to work effectively with diverse teams in a collaborative environment.

Work Timings

8AM - 5 PM (US - EST / CST)

Benefits

• Market Competitive Salary