Senior Collections Specialist

At Realtor.com®, we have among the most comprehensive and accurate coverage of real estate listings and the most engaged users across all the online real estate portals. Our mission is to make buying, selling, renting, and living in homes easier and more rewarding for everyone.
Building your career? Build it better at Realtor.com®. Join us and help change the world of real estate, one home at a time.
Our ideal candidate for the Senior Collections Specialist role must be a dependable self-starter possessing advanced problem-solving skills with a high aptitude to use judgment in making critical decisions to resolve issues. Let your expertise shine through prompt and efficient handling of incoming and outgoing customer emails and calls related to settling past due balances.
Knowledge & Application: Has a thorough understanding of collections processes and procedures and applies knowledge to resolve assignments.
Complexity & Problem Solving: Analyze, reconcile, and propose solutions for the more complex accounts with the ability to concisely communicate the results to internal partners and external customers, as applicable.
Collaboration & Interaction: Dependable; accountable; exhibits patience; enthusiastic and positive; team player; shares best practices; manage change.
What you'll do:

• Review, investigate, assess, and reconcile moderately difficult and complex accounts for outside collections (OCA) eligibility.
• Must exude confidence in being able to work independently and perform advanced duties with more accountability for action and results.
• Utilizing your strong communication skills, you will initiate contact and respond to incoming customer email and telephone inquiries to investigate complaints.
• Handle extensive research requirements to support resolution of account discrepancies and customer inquiries. Must create and update case actions by logging collection notes and dispositioning results.
• Ability to think outside the box and make judgment calls within outlined parameters to resolve issues or make recommendations.
• Ability to evaluate and improve efficiencies in workflows without negative impact on other departments and/or future business.
• Maintain relevant reporting.
• Ensure balances represented in Salesforce are accurate by reconciling accounts that have disputes or inaccuracies.
• Establish and maintain rapport with key internal and external customers.
• Supports policies, procedures and change initiatives as needed by management
• Partner with Manager on general tasks, assignments, reporting and special projects.
• Make a high volume of outbound calls (up to 100 per day) via our call dialer platform.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills.
What you'll bring:

• Minimum of a High School diploma or equivalent.
• 3+ years of experience in collections.
• Highly articulate with excellent communication skills, written and oral.
• Excellent time management skills with acute attention to detail.
• Critical thinker with an ability to independently make decisions and exercise authority within established guidelines and limits.
• Detail-oriented with an excellent problem-solving skill set.
• Strong interpersonal skills and willingness to adapt to rapid change.
• High aptitude and tolerance for engaging with potentially dissatisfied clients.
• High agility and tolerance to shift focus from task to task, or from one sub-segment of clients to another.
• Possess core values to engage customers with the highest level of respect and integrity.
• Working knowledge in various computer applications (Google Docs, Gmail, Google Calendar, Google Chrome, Google Sheets, etc.).
• Intermediate Excel skills required (pivot tables, VLookup, conditional formatting, etc.).

Do the best work of your life at Realtor.com
Building your career? Build it better at Realtor.com®. Here, you'll partner with a diverse team of experts as you use leading-edge tech to empower everyone to meet a crucial goal: finding their way home. And you'll find your way home too. People are our foundation-the core that drives us passionately forward. At Realtor.com, you'll bring your full self to work as you innovate with speed, serve our consumers, and champion your teammates. In return we'll provide you with a warm, welcoming, and inclusive culture; intellectual challenges; and the development opportunities you need to grow.
Diversity is important to us, therefore, realtor.com is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, realtor.com will provide reasonable accommodations for otherwise qualified disabled individuals.