Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

As a Collector you are responsible for all reports that are directed to you. As a Collection representative, you maintain your Collection Queues daily, collect balances on accounts, make payment arrangements, settlements as well as post payments. You are also responsible for making outbound calls to customers and other financial institutions as well as taking any incoming calls and/or return customer calls. You should maintain and keep up to date, skip tracing information, document each account you work on and respond to customer correspondence. All customer responses should be documented via case notes or case documentation through our internal scanning process. You can place customer accounts on ban control to recover funds and place ach debits. Make decisions to write off/waive account balances as well as outsource an account to a third-party collection’s agency.

Additionally, you will be expected to perform all other Risk Management activities such as closing customer accounts and collaborating with various departments to make the best decision possible. You are required to collect a minimum of 14% of your queue per month (with an overall team average of 45% per month).

Qualifications

Prior experience in Collections preferably within the payments industry (minimum 1 year)
Knowledge of skip tracing
Soft phone skills required
Accounting knowledge
Data entry skills
High school diploma or GED is required
QuickBooks experience is a plus

Responsibilities

Perform at your best.
- Improve your work knowledge by participating in training opportunities and cross training
- Make and deliver on commitments
- Actively solicit on-going feedback from co-workers and managers, apply those learnings to enhance performance and capabilities
- Strive for excellence in execution
- Pursue and embrace change, even if it involves risk
Contribute to positive work environment
- Always behave in a professional manner
- Be open, fair, and honest. Respect all employees
- Take ownership and learn from both successes and mistakes
- Create a positive work environment
- Give high value to new and creative approaches.
- Maintain 100% engagement through training, development, and WCGB activities
- Work on a min of 1 special project per year
Protect merchants and Intuit from losses
- Manage daily workload to ensure timely completion
- Prioritize work load to ensure efficiency
- Reduce customer complaints by increasing customer contact through remaining available for incoming calls
- Maintain 95% + overall service level and strive for one call resolutions
Workload Management
- Monitor Assigned workload to completion
- Maintain a collection collected minimum amount of 14% of your queue per month
- Work rates on count and amount should reflect 85% or ^
- Call volume should be no less than 35 per scheduled day of work / and be in line with your peers
- Monthly queue reviews should reflect a success score of 95%+, which also includes being current and within SLA in all Collections queues
- 24–48-hour SLA for new work and new debt
- Follow Up worked by scheduled follow up dates, within 48 hours of FUP date
- Discretion in waivers less than $250 to “do the right thing now.”

Secondary Functions:

Any work that is assigned directly from supervisor and/or manager in their absence
Misc. projects that are assigned
Tasks you take on solely and under the discretion of your management team
Training new hires or temps when needed
Serve as back up for the agent assigned as your “back up buddy”

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