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Robert Half Credit/Collections Analyst in Hayward, California

Description A Collections Specialist is responsible for managing and coordinating the collection of outstanding payments from customers or clients. They work closely with customers to resolve payment issues, negotiate payment plans, and maintain accurate records of collection activities. This role requires excellent communication skills, attention to detail, and a strong ability to handle sensitive financial matters professionally. Key Responsibilities:

Collections Management: Contact customers or clients with overdue payments via phone, email, or written correspondence. Investigate and resolve payment discrepancies, billing issues, and disputes in a timely manner. Negotiate payment arrangements and develop payment plans based on customers' financial situations while adhering to company policies. Maintain accurate and up-to-date collection records, including notes on conversations, payment commitments, and other relevant information. Monitor and follow up on past-due accounts, ensuring timely payment collections and minimizing delinquencies. Work collaboratively with internal departments such as sales, customer service, and accounting to address customer inquiries and resolve payment-related issues. Customer Relations: Build and maintain positive relationships with customers while maintaining a detail oriented and empathetic approach. Provide exceptional customer service by answering inquiries, providing payment options, and addressing concerns promptly and effectively. Communicate with customers in a clear and concise manner, explaining payment terms, late fees, and consequences of non-payment. Reporting and Analysis: Prepare regular reports on collection activities, including collection rates, aging reports, and key performance indicators (KPIs). Analyze collection trends and identify areas for improvement in the collections process. Provide recommendations for process enhancements to reduce outstanding balances and improve overall collection efficiency. Compliance: Ensure compliance with legal and regulatory requirements, such as the Fair Debt Collection Practices Act (FDCPA) and other applicable laws. Maintain confidentiality and protect sensitive customer information during collection activities. Adhere to company policies and procedures related to collections, credit, and billing processes. Requirements Proven experience in collections, accounts receivable, or a similar role. Excellent communication skills, both written and verbal, with the ability to negotiate and resolve payment issues effectively. Strong customer service skills with the ability to handle difficult or sensitive conversations professionally. Solid understanding of accounting principles and the collections process. Proficiency in using collections software, customer relationship management (CRM) systems, and Microsoft Office applications. Strong organizational and time management skills with the ability to prioritize tasks and meet deadlines. Attention to detail and accuracy in maintaining collection records and documentation. Ability to work independently as well as collaborate effectively with cross-functional teams.

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