Collection Specialist

Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. We provide products and services to protect life’s other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation.

We are looking for a person who joins the Collection Team and will support us in our daily tasks. A Collection Specialist Level 3 is responsible for managing and improving the collections process to recover outstanding debts while maintaining positive customer relationships. It is a senior level position responsible for managing the most challenging and high-value accounts within a collection. They work closely with customers to resolve outstanding payment issues and may have the authority to handle complex negotiations, settlements, payment plans, referring delinquent accounts to collections agencies and legal aid, when necessary, while providing expertise and guidance to junior collectors. This role often involves more extensive data analysis and reporting. The ideal candidate should have strong communication and negotiation skills, be detail-oriented, and able to work in a fast-paced environment.

What You’ll Do

• Customer Interaction: Communicate with customers through various channels, including phone, email, and written correspondence, regarding complex issues, addressing concerns, resolving disputes, and negotiating payment arrangements. Provide excellent customer service while dealing with customers, answering their questions, and addressing concerns professionally and courteously.
• Account Management: Handle the most complex and high-value delinquent accounts, making decisions regarding the best approach to maximize recovery. Monitor, track, and document all communications, agreements, and payment activities. Communicate with internal stakeholders, such as sales and customer service teams, to resolve customer issues and ensure timely payment.
• Negotiation: Negotiate with customers to reach mutually acceptable solutions, which may involve offering settlements, discounts, or extended payment terms.
• Documentation: Maintain detailed and accurate records of all collection’s activities, ensuring compliance with legal and regulatory requirements.
• Escalation: Provide regular updates on collection activities and account status to management. Determine when to escalate delinquent accounts to a higher level of collections or recommend legal actions, as necessary. Identify and escalate high-risk accounts to management for further action.
• Data Analysis: Analyze customer accounts to identify trends and payment behaviours, making data-driven decisions to improve collection strategies.
• Reporting: Generate and analyze collection reports to assess the effectiveness of collection efforts. Provide insights for process improvement. Provide regular updates to management.
• Compliance: Ensure all collection activities adhere to relevant laws and regulations governing collections activities, such as the Fair Debt Collection Practices Act (FDCPA).
• Training and Support: Provide guidance, training, and mentorship to junior collection staff (Level 1 and 2), offering expertise on complex cases and best practices.

What You’ll Bring

• Bachelor’s degree in finance, business, or a related field (or equivalent experience).
• At least 3 years of relevant experience in collections (must).
• Fluent English and French language min. B2/C1 (must).
• MS Office fluency (Word, Excel).
• In-depth knowledge of relevant laws and regulations governing collections activities.
• Familiarity with basic accounting principles.
• Proficiency in using collection software and Microsoft Office applications, especially Excel and data analysis tools.
• Experience with collections software or enterprise resource planning (ERP) systems is a plus.

Required Skills and Abilities:

• Strong negotiation and communication skills.
• Exceptional problem-solving and analytical skills.
• Attention to detail, accuracy, and organisational skills.
• Ability to work well under pressure, meet deadlines and make sound judgements.
• Ability to prioritise tasks and work in a fast-paced environment.
• Willingness to learn and follow established procedures.
• Ability to work collaboratively as part of a team.
• Excellent communication and interpersonal skills.
• Able to communicate clearly and effectively, verbally, in writing, and by electronic communications with both internal and external clients.
• Excellent customer service skills.
• Ability to lead, coach and mentor an individual or team.
• Multi-lingual is preferred.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Required to sit for extended periods of time. Required to wear a telephone headset to interact with clients and/or associates over the phone. Required to type for extended periods of time. Required to work with digital displays.