Overview

　　As a Collector you are responsible for all reports that are directed to you for the work that you are responsible for on a daily basis. As a Collection representative, you maintain your Collection Queue 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 take any incoming calls and/or return customer calls. You should maintain and keep up to date skip tracing information, document each account you work and respond to customer correspondence. All customer responses should be documented via case notes or case documentation through our internal scanning process. You have the ability to 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 collections agency. Additionally you will be expected to perform all other Risk Management activities such as closing customer accounts and collaborating with various departments in order to make the best decision possible. You are required to collect a minimum of 14% of the queue assigned to you.

　　What you'll bring

　　Ensures company policy is followed while processing ACH within Association rules and regulations

　　Proficient use of technology with exceptional internet research skills

　　Ability to make independent and sound decisions and think on your feet in a dynamic environment

　　Acts as a Subject Matter Expert on process/procedural changes

　　Grows, develops and exercises facilitation skills to effectively communicate

　　Participates and can manage small to medium sized projects & participates in cross functional team projects

　　Ability to partner and work seamlessly across the team to effectively document and share problems, opportunities, and solutions

　　Maintain 90%+ overall service level and strive for one call resolution

　　Ensure service level agreements are met daily

　　Communicates complex issues in ways that the customer easily understands and can successfully apply the solution

　　Ability to manage multiple priorities in fast paced, high volume environment

　　Working knowledge of Microsoft Office suites (Word, Excel, PowerPoint)

　　Positive attitude and team player who demonstrates Intuit values

　　Prior experience in ACH preferably within the payments industry (minimum 3 years)

　　Knowledge of fraud behaviors

　　Accounting knowledge

　　Data entry skills

　　High school diploma or GED is required

　　How you will lead

　　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 90% + 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 assigned queue

　　Call volume should be no less than 30 per scheduled day of work

　　Monthly queue reviews should reflect 100% current accounts and all accounts should be worked within policy and procedure

　　Discretion in waivers less than $200 to “do the right thing now”

　　Secondary Functions:

　　Any work that is assigned directly from supervisor and/or manager in their absence

　　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”

　　EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.