12 days old

Senior Collections Specialist

Cox Communications Inc
Phoenix, AZ 85003
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*Primary Location: *1550 W Deer Valley Rd, Phoenix, AZ, USA
*Division: *Cox Communications Inc
*Job Level: *Individual Contributor
*Travel: *No
*Schedule: *Full-time
*Shift: *Day Job
*Requisition Number: *202101801
The Senior Collections Specialist promotes customer retention and reduces bad debt by applying advanced skills to resolve the most complex and escalated collections-related problems for residential and commercial accounts. Serves as a SME to assist Collection Specialists by sharing successful collections tactics to improve performance of individual Specialists and the team. Provides feedback to Supervisors to use for coaching and development of team members.





Major Tasks





1. Answers or makes calls to customers who have requested escalation to a leader within 24 hours, balancing the need to minimize customer churn, minimize revenue at risk, and maximize collections. Assist with overflow calls for residential and commercial during high call volume periods.


2. Requests account information, accesses customer record databases or other electronic tools and information delivered to the desktop, and authenticates customer by requesting PIN or other identifying information.


3. Asks questions and listens to assess the customers situation and determine appropriate methodology to follow in order to meet system and company goals in retaining customers and collection of past due balances.


4. Analyzes customer account status and history and performs necessary calculations to determine appropriate actions and payment plans.


5. Negotiates with customers to agree upon reasonable arrangements for payment, extends disconnect dates when required and processes payments by telephone (credit card, checks, etc.).


6. Screens, identifies and participates in investigations of telephone fraud and responds to inquiries of rate, services and possible fraud. Transfers appropriate cases to a specialist.


7. Resolves collections-related customer issues to maintain customer loyalty and minimize product churn.


8. Handles difficult situations with customers so as to minimize escalation to a lead or supervisor.


9. Explains bills and Cox policies and procedures concerning prices, billing and service.


10. Communicates, coordinates, and transfers to with other Cox departments to troubleshoot and solve customer issues.


11. Serves as a SME to help Collections Specialists by providing targeted, one-on-one subject matter expertise to improve performance.


12. Provides support to Collections Specialists by answering questions and aiding in resolving difficult customer situations.


13. Provides informal input to leadership and Training on performance issues and customer experience process improvements.


14. Perform quality monitors for Collections Specialists, providing documentation and feedback to department Supervisors.


15. Scores monitored calls and provides trend information to Supervisors regarding individual Specialist performance.


16. Uses data from monitored calls to identify customer patterns and recommend opportunities to improve customer recidivism to leadership.


17. Collects data related to criteria for variable pay and produces standard reports for Supervisors.


18. Analyzes inbound and outbound call patterns to produce standard workforce management reports for leadership to use for forecasting.


19. Participates in team or departmental meetings and individual meetings with Supervisor concerning own job performance.


20. Attends job-related training that may include initial training; refresher training; product, service, and customer experience updates; and cross training.


21. Reads new or updated reference material or announcements pertaining to outages, promotions, programming changes, specials, policies, and other Company business. These may be provided by memo or electronic bulletin board, e.g., e-mail or the KIQ. Adapts customer communication to reflect any changes.




Qualifications: Required:




* High school graduate or GED or equivalent work experience

* 3 year successful experience in a call center customer service, telephone sales or credit and/or collections environment

* year experience handling commercial customers / accounts

* Demonstrated experience using Windows-based PCs, Microsoft Office (Word, Excel and Outlook) in a work setting

* Specialized skill training/certification may be required

* Knowledge of ICOMS billing system, or equivalent in another environment

* Ability to work various shifts between the department operating hours of Monday -Saturday 8am - 9pm



Preferred:







* Associates Degree in related field

* Telecommunications or utility experience

* Bilingual









Who We Are
*About Cox Communications*
Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. Were dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

*About Cox *
We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com.
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, [visit our benefits page](http://jobs.coxenterprises.com/life-at-cox/benefits/).
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.
Posted: 2021-07-21 Expires: 2021-09-02
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Senior Collections Specialist

Cox Communications Inc
Phoenix, AZ 85003

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