Customer Account Recovery Specialist

Customer Account Recovery Specialist

Location: Winterville, NC | Onsite

Compensation & Schedule

• $15/hour (Pay increases to $22/hour upon permanent hire)

• Monday–Sunday, 8:00 AM–9:00 PM (8-hour shifts)

• Must be flexible for mandatory overtime

• End-of-Month Hours: Bell to Bell (7:00 AM–8:00 PM or 8:00 AM–9:00 PM with two 1-hour lunch breaks)

• Sunday Dialer: Required 1–2 times per quarter; additional Sundays may be required depending on month-end

• Holidays: Call center open most holidays for temporary employees and volunteers

ROLE IMPACT

As a Customer Account Recovery Specialist, you serve as a key contact between customers and the organization, helping individuals resolve outstanding balances through professional and empathetic communication. Your success directly supports client satisfaction, minimizes delinquency, and drives overall revenue recovery.

KEY RESPONSIBILITIES

• Manage outbound and inbound calls to collect on past-due accounts using company-approved scripts and negotiation strategies

• Meet or exceed call volume, contact rate, and payment resolution goals

• Develop and document customized repayment plans based on customer needs

• Accurately record account updates and activity in CRM and internal systems

• Report account escalations or risk concerns to leadership promptly

MINIMUM QUALIFICATIONS

• 3 years of customer service experience — REQUIRED

• High school diploma or GED — REQUIRED

• Prior call center or financial collections experience — highly preferred

• Strong communication, conflict resolution, and time management skills

• Proficient in Microsoft Office and CRM platforms

PREFERRED SKILLS

• Experience in auto finance, credit services, or payment recovery environments

• Knowledge of FDCPA and general debt collection compliance

• Bilingual English/Spanish communication

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