3P Collector - PH

Job Description:

A. PURPOSE OF THE POSITION
The Collector (Collections Agent) is responsible for managing delinquent consumer accounts
through inbound and outbound communication. This role focuses on resolving past-due balances,
negotiating payment arrangements, and delivering a positive consumer experience while
maintaining strict compliance with all regulatory, client, and company requirements.
B. EDUCATION AND EXPERIENCE PREFERENCES
• Senior High School diploma or equivalent required
• Experience working in a team-oriented environment
• Strong verbal communication and negotiation skills
• Ability to work in a high-volume, metric-driven environment
• Self-motivated, coachable, and results-oriented
• Prior experience in collections, customer service, sales, or BPO preferred
• Basic knowledge of collections regulations (e.g., FDCPA) is a plus; training provided
C. DUTIES AND RESPONSIBILITIES
Consumer Interaction & Account Resolution
• Handle inbound and outbound calls regarding past-due accounts
• Negotiate and secure payment arrangements in accordance with company and client guidelines
• Promote timely resolution of accounts with consumers or authorized representatives
• Attempts to secure immediate or current-month payments were permitted
Account Management & Follow-Up
• Maintain ownership of assigned accounts, including tracking payment commitments
• Conduct timely follow-ups with consumers who have expressed intent to resolve balances
• Accurately assess account status and determine appropriate next actions
Work Management & Systems Usage
• Effectively manage individual work queues, including:
o Setting reminders, holds, and follow-ups
o Monitoring Payer Activity
o Routing accounts to appropriate queues
• Accurately document all account activity in real time while on calls
• Ensure all system updates are complete, accurate, and timely
Performance & Quality
• Meet or exceed established production, quality, and compliance targets
• Adhere to call flow guidelines and departmental standards
• Maintain professionalism and positive representation of the company in all interactions
Compliance & Knowledge
• Maintain up-to-date knowledge of applicable federal, state, and local regulations
• Adherent to all company policies, procedures, and compliance standards
Additional Duties
• Perform other duties as assigned by leadership
Physical & Work Requirements
• Ability to remain seated for extended periods (up to 85% of shift)
• Ability to move within the office as needed
• Ability to operate standard office equipment
• Ability to communicate clearly and effectively with consumers and colleagues
• Ability to comply with all regulatory and company communication standards
• The Company reserves the right to change or assign other duties to this position as appropriate.
o Must be able to perform the essential job duties of the position. Reasonable
accommodations will be provided to qualified individuals with disabilities.
o Must be able to remain in a stationary seated position up to 85% of the work shift.
o Must be able to occasionally move about inside the office to access office machinery, file
cabinets or attend meetings.
o Must be able to operate a computer and other office productivity machinery, such as a
calculator, copy machine, printer, scanner, fax machine.
o Must be able to exchange accurate information with co-workers, consumers and/or clients or
vendors who have work related inquiries.
D. ACCOUNTABILITY/MEASUREMENT
Business Performance
• Collection liquidation and revenue contribution
• Payment conversion and secured payments (including urgency payments)
• Audit and quality performance (internal and external)
Productivity & Work Effort
• Number of completed calls
• Accounts worked
• Conversion rate
Planning & Commitments
• Value and volume of future payment arrangements
• Promise-to-pay fulfillment rates
• Long-term payment plan effectiveness
Organization & Compliance
• Effective queue management and organization
• Proper use of action/result and status codes
• Adherence to compliance and operational standards
• Professional representation of CBE with consumers, clients, and colleagues

CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.