Collections Representative, First Party

Let's get to business! Avant is looking for a Call Center Collections Representative for our customer operations team in the greater Knoxville area. As a Collections Representative, your primary responsibility is to take care of our existing customers by negotiating payment terms and schedules on primarily pre-charge off past-due balances. Our Collections Representatives handle these inquiries through a variety of different channels whether it's via phone calls (inbound and outbound), e-mails, or instant messages.
At Avant, we believe that great ideas come from anyone and anywhere, that everyone is an owner who drives change, and that we have more fun when we work together. We're problem solvers who love collaborating with intelligent and highly-motivated people to reshape the face of digital banking. Avant offers terrific perks and benefits, fun social events with employees who actually like hanging out together, and a flexible growth environment where trying your hand at new projects and being the active owner of your career path is encouraged and supported.
What you'll do at Avant:

• Operate in compliance with applicable regulations and Avant policy and procedures
• Handle inbound/outbound calls via autodialer in a timely manner
• Persuade customers with a past due balance, negotiate payments, and accept payments over the phone
• Answer customer emails in a timely manner
• Handle multiple account management and customer contact platforms simultaneously
• Obtain familiarity with our credit card and unsecured loan products
• Identify and recommend the best course of action for customers seeking to avoid further delinquency
• Use Customer Relationship Management (CRM) software to keep detailed, accurate notes regarding conversations with customers and outcomes, make appropriate account updates, and escalate account concerns
• Resolve customer issues by engaging in active listening, using the appropriate tools and resources, and escalating to appropriate parties as necessary
• Work with a team while adhering to individual metrics
• Diffuse tense situations

Why you're a fit:

• High school education or equivalent
• Access to reliable internet, phone, and quiet workspace
• Excellent persuasion and negotiation skills
• Customer focused with an ability to identify problems and solutions
• Strong attention to detail, resourcefulness, and the ability to learn quickly
• Excellent computer navigation and data entry skills
• Superior listening, verbal, and written communication skills
• Ability to conduct basic math problems
• Ability to remain calm under pressure

Nice to have qualifications:

• 1-3 years of collections or telemarketing experience
• Relevant work experience in a customer-facing environment
• Basic knowledge of personal banking and/or financial products
• Basic knowledge and/or prior experience with utilizing and navigating telephony platforms such as LiveVox or Twilio

Physical Demands:
The physical demands described here are required by a Representative to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. While performing the duties of this job, the Representative is frequently required to sit, stand, read notes, talk or listen.
Avant is an equal opportunity employer and individuals seeking employment are considered without regard to race, color, national origin, religion, sex (including pregnancy, sexual orientation or gender identity), age, disability or genetic information, or any other factor protected by applicable federal, state or local law, regulation or ordinance.
Check out our Avant Blog!
We believe that a diverse set of backgrounds and experiences helps us create the most innovative solutions for our customers. We invite you to apply to our positions even if you do not meet 100% of the qualifications listed in the description. If you're passionate about our mission and aligned to our values, we hope you'll come contribute to our awesome culture.
Why Avant is the place for you:
At Avant, we believe our values make a difference:
Authenticity. We show up to work as our whole selves and make sure others can too.
Collaboration. We can only succeed when we do so as a team.
Problem-Solving. The harder the problem, the more satisfying the solution.
Customer. We are all owners of the customer experience.
Initiative. Plan. Adapt. Get Sh!t Done.
We believe that great ideas come from anyone and anywhere, that everyone is an owner who drives change, and that we have more fun when we work together. We're problem solvers who love collaborating with intelligent and highly-motivated people to reshape the face of digital banking. Avant offers terrific perks and benefits, fun social events with employees who actually like hanging out together, and a flexible growth environment where trying your hand at new projects and being the active owner of your career path is encouraged and supported.
Some of our benefits include:

• Choice of great Medical, Dental, and Vision Insurance Plan options
• 401(k) Match
• Paid Parental Leave
• WFH Stipends
• And who doesn't love the swag

This position may require you to be fully vaccinated against COVID-19. If required, you'll be asked to provide proof that you're fully vaccinated upon your start date or before working in or visiting our Chicago office. You're considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination. Subject to applicable law and requests for accommodation.