STRATEGIC STAFFING SOLUTIONS (S3) HAS AN OPENING!
Collections Representative
Detroit, MI (Hybrid; 3 days onsite/2 days remote)
W2 Contract 12+ Months
Hours: M-F 8am – 5pm
Pay Rate: $21/HR
Job Summary
The Collection Representative plays a critical role in reducing arrears and write-offs for residential and non-energy accounts. This position is responsible for resolving internal and external customer inquiries and complaints related to collection policies and procedures. The job role requires strong communication, analytical, and problem-solving skills while adhering to regulatory guidelines and company standards.
Qualifications:
- High School diploma or equivalent
- Minimum of 3 years of customer contact experience
- Proficiency in corporate applications and data tools:
- SAP, Teams, Outlook, Accurint, Experian, Excel, Word
- Available for shift assignments
- Successful completion of required training and assessments
- Strong math aptitude
- Effective negotiation and organizational skills
Key Accountabilities:
- Investigate, analyze, and resolve collection-related inquiries for residential and non-energy accounts.
- Handle customer transactions including, but not limited to: Bill inquiries, past due balances, and balance transfers
- Payment processing in compliance with PCI guidelines
- Service turn-ons, disconnects, restores, and security deposits
- Payment arrangements, refunds, and late fee adjustments
- Service requests and restoration activities
- Update account information using customer input, internal tools (e.g., Collection Agent Assist Tool and Cloud for Customer C4C), and interdepartmental communications.
- Attend Customer Resource Fairs and refer eligible customers to available resources and state low-income programs.
- Ensure compliance with MPSC Billing Practice Rules, Fair Debt Collection Practices Act, and other statutory regulations.
- Communicate professionally and courteously with customers, applying conflict resolution skills to resolve account issues.
- Identify and refer accounts involving: Name switching, occupancy verification, high-risk flags
- ID fraud, theft, probate, legal collections
- Collection agencies, bankruptcy, and special handling
- Verify customer identity before disclosing account information
*Beware of scams. S3 never asks for money during its onboarding process