Senior Collections Specialist

Senior Collections Specialist at Realtor.com®

Location: Scottsdale, AZ

Are you a problem-solving, collections expert? Are you ready to use your skillset to make critical decisions and let your expertise shine through prompt and efficient handling of incoming and outgoing customer emails and calls related to settling past due balances? If you want to pursue your professional goals as you help grow an innovative real estate tech company, this work is for you. Join us as our newest Senior Collections Specialist 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.

Top Reasons to Apply:

• Opportunity to join a dynamic, close-knit team with the ability to shape and influence the role.
• Career Growth & Development – Gain valuable experience with opportunities for advancement.
• Hybrid work environment - Allow flexibility to work remotely 2 days per week.

What you'll do:

• Understand, review, investigate and reconcile large volumes of moderately difficult and complex accounts.
• 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.
• Must exude confidence in being able to work independently and perform advanced duties with more accountability for action and results.
• Must be able to understand the complete collection process flow and be comfortable bringing new ideas for improvement to management.
• Ability to evaluate and improve efficiencies in workflows without negative impact on other departments and/or future business.
• Utilizing your strong communication skills, you will initiate contact and respond to incoming customer email and telephone inquiries to investigate complaints.
• Must exhibit patience and have a calm, yet firm, demeanor to provide accurate support for validation of the past due balance to successfully collect payment, with the goal of preventing usage of a third party collection service.
• Ensure balances represented in Salesforce are accurate by reconciling accounts that have disputes or inaccuracies.
• Establish and maintain a positive 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.
• Maintain relevant reporting.

How We Work: 

We balance creativity and innovation on a foundation of in-person collaboration. For most roles, our employees work three or more days in our offices, where they have the opportunity to collaborate in-person, adding richness to our culture and knitting us closer together.

What you'll bring:

• Minimum of a High School diploma or equivalent. 
• 5+ 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 skillset.
• 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.
• Has a thorough understanding of collections processes and procedures and applies knowledge to resolve assignments.
• Analyze, reconcile, and propose solutions for multiple entities with the ability to concisely communicate the results to co-workers, managers, and external customers, as applicable.
• Dependable; accountable; exhibits patience; enthusiastic and positive; team player; shares best practices; accept and professionally manage change.
• 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.).

How we Reward you:

Realtor.com is committed to investing in the health and wellbeing of our employees and their families. Our benefits programs include, but are not limited to:

• Inclusive and Competitive medical, Rx, dental, and vision coverage
• Family forming benefits
• 13 Paid Holidays
• Flexible Time Off
• 8 hours of paid Volunteer Time off
• Immediate eligibility into Company 401(k) plan with 3.5% company match
• Tuition Reimbursement program for degreed and non-degreed programs
• 1:1 personalized Financial Planning Sessions
• Student Debt Retirement Savings Match program
• Free snacks and refreshments in each office location