Shire Jobs

Job Summary:

REMOTE POSITION*

We are looking for a professional Credit & Collections Analyst to support our service centers in the expectation of proactively handling payment collection. This candidate will provide support and mediation between clients/service centers to reduce and maintain outstanding client balances. They will initiate outbound conversations to attempt to collect debts and/or set up payment plans after a verification of accurate outstanding balance has been completed. This role requires excellent communication skills, attention to detail and a customer-centric approach to handling sensitive matters.

Duties/Responsibilities:

• Incoming/Outgoing calls to Service Centers; client support for payment & balance related questions while client is present for service.

• Incoming/Outgoing calls to Clients for payment & balance related questions prior to arriving for service.

• Professional communication & partnership with Service Center to establish, educate/uphold client payment guidelines & negotiate payment arrangements with customers to facilitate debt repayment.

• Meticulous review of Client balances to determine validity, ability to accurately calculate upcoming payment to include charges that have not yet been invoiced.

• Careful correction/adjustment of Client balances after identifying invalid or erroneous charges/invoices.

• Daily use of spreadsheets to identify & track client balances, maintain detailed records of collection efforts, customer interactions, and progress toward objectives.

• Provide outstanding customer service and utilize de-escalation and empathy skills with Service Centers & Clients who are seeking support for balance & payment needs.

• Assist Service Centers with proper payment collection through PLUS software.

• Willingness to work weekends as part of a weekly schedule, rotating schedule or on an as-needed basis.

Skills/Abilities:

• Knowledge of Microsoft Suite (Outlook, Word, Excel)

• Attention to detail

• Customer Service experience; Collections/Retention experience a plus

• Educate customers on payment policies and procedures.

• Maintain a professional & empathetic approach when dealing with sensitive situations.

• Availability to provide weekend support as needed to meet address urgent issues.

Education and Experience:

• Proven experience in Service Center or Client support, debt collection, account management or a related role

• Experience building positive relationships over the phone

• Strong analytical skills

• Strong documentation and writing skills

• Experience with PLUS Web software preferred

• Excellent communication, negotiation and interpersonal skills

• High School Diploma preferred

• Bilingual abilities are a plus

Physical Requirements (With or without reasonable accommodation):

• Sitting/Standing: over 70 %

• Fine Motor Movements: over 70 %

* All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.