Collections Strategist for Clipboard Health | Remote Worldwide (1 year collections exp)
About the role
As Clipboard Health’s Bad Debt Strategy & Operations, you will be responsible for managing and collecting debts from customers who have defaulted on their payments based upon agreed upon repayment terms. The Bad Debt Strategy & Operations will work closely with the Customer Support, Finance, and Billing departments to address disputes, clarify billing issues, thereby fostering a collaborative environment.
In addition to debt collection, this role involves detailed record-keeping of all collection activities, customer communications, and payment agreements. Regular reporting on the status and progress of debt recovery efforts is also a significant part of the job.
The ideal candidate for this position should be adept at managing challenging situations, demonstrating persistence and resilience in the pursuit of debt recovery, while maintaining a professional approach. This role is not just about recovering debts but also about preserving customer relationships and Clipboard Health’s reputation.
Responsibilities
- Initiate contact with customers who have overdue payments through phone calls and emails. Utilize your exceptional communication abilities to encourage debtors to settle their outstanding balances.
- Work with customers to understand their financial situation and negotiate repayment terms that are acceptable to both the customer and Clipboard Health.
- Provide excellent customer service, addressing debtor concerns with empathy and understanding. Identify opportunities to improve customer satisfaction during the debt collection process.
- Prepare and present detailed reports on the status of bad debts, recovery efforts, and success rates.
- Regularly review and analyze the effectiveness of current collection strategies and tools. Suggest and implement improvements to streamline the collection process and increase recovery rates.
- Work closely with our internal Customer Support, Finance, and Billing teams to resolve disputes and handle customer queries related to billing and payments.
Must haves
- At least 1 year of Collections related experience
- Meticulous attention to detail in evaluating customer interactions and identifying areas for improvement
- Exceptional communication skills, both written and verbal, with the ability to provide constructive and actionable feedback
- Multitasking skills, a strong aptitude for time management, and the ability to prioritize tasks effectively
- Strong interpersonal skills with the ability to work effectively in a team environment
- Excellent critical thinking, problem-solving, and analytical skills
- Proficiency in using software applications such as Microsoft Excel, Google Suite, etc.
- Ability to adapt to new tools quickly and effectively
- Embodies the Clipboard Health values of customer-centricity and exceptionally high standards
Other expectations
Given the close collaboration required between this position and Billing leadership, this position must spend a minimum of 75% of their working hours between 9am-5pm PST.
