Payment Plan Coordinator - Tennessee

Description

4Patriots, LLC, is a fast-growing, nationally recognized direct-to-consumer brand focused on offering high-quality products across multiple categories including camping & outdoor, emergency preparedness and health & wellness. The company is powered by an adaptable, results-focused, data-driven team in a culture that empowers great people to do their best work. We are searching for a driven, detail-oriented Payment Plan Coordinator to join our team.

If you thrive in a fast-paced environment with high standards that holds you accountable and rewards accomplishments, look no further. You’ll be paid well for your contributions, sound decisions, and results. Your family is important, so you have the flexibility to balance both home and work according to your needs. Your natural curiosity will be rewarded through continued professional development opportunities. Living our core values is non-negotiable; you treat others with respect and dignity and expect it in return. Fostering an environment of transparency and authenticity, where one can bring one’s whole self to work, and where differences are celebrated comes naturally to you. Finally, working in an environment where you are appreciated and valued is an important factor in your work life.

The Payment Plan Coordinator’s Mission: is to treat customers as we would want to be treated. Payment Plan Coordinators are responsible for contacting customers with outstanding debts, promoting the collection of early payoffs, negotiating payment plans, and ensuring timely payments. Payment Plan Coordinators should have a proven track record in collections, be customer-focused, and have excellent communication and negotiation skills. The Payment Plan Coordinator's mission is to help the company grow with exceptional customer satisfaction. By doing this, the Payment Plan Coordinator will resolve problems and make the process easy for the customer while building and maintaining the 4Patriots reputation.

Company Core Values:

1. Get the important stuff done - We look for individuals who strive to have deep understanding of their role and how their work connects to their team and the company at large and how to organize their priorities to drive business value in the right ways.
2. Actively and eagerly seek to learn, improve, and grow - We look for individuals with intellectual curiosity and a questioning mindset.
3. Ask questions and use data to make decisions - We look for individuals who take in evidence, organize information from multiple sources, derive meaning from it, and make critical decisions quickly.
4. “We” not “I” - We value knowing how to cooperate with peers and leaders to help the team achieve its goals.
5. See the glass half full - We look for individuals who take ownership of their role and demonstrate enthusiasm, excitement and passion for their work.

Primary Responsibilities / Essential Job Functions:

• Be reliable and willing to work closely with the team to achieve departmental KPIs. This includes being coachable and executing coaching appropriately.
• Contact customers with outstanding debts via phone, email, or letter to negotiate payment plans and arrange timely payments.
• Follow up on missed payments, identify reasons for non-payment, and work with customers to resolve any issues.
• Maintain accurate records of customer interactions and payment details using CRM software.
• Collaborate with internal teams, such as customer service and finance, to resolve customer issues and ensure timely payments.
• Provide exceptional customer service throughout the collections process, ensuring customer satisfaction.
• Develop and maintain relationships with customers, ensuring their needs are met and their expectations are exceeded.
• Identify opportunities to improve the collections process and work with management to implement changes and improvements.
• Have a search-and-rescue mentality, where skills and focus are aimed at the team's success and improving the company and department.
• Compassion is shown to all customers in all financial situations with the aim of providing a win-win solution for every account
• Report any system issues to management for immediate investigation.
• Handling special projects when delegated by management.
• Help with the training of new representatives.
• Additional job responsibilities and duties may be asked of you at any time.
• The job's duties are subject to change at any time according to our business needs.

4Patriots offers:

• 100% Remote
• Great Pay and Bonus program
• Company Paid Medical Coverage
• Vision and Dental Coverage
• 401K with Company Match
• Generous PTO Policy
• Paid Maternity/Parental Leave
• Employee Referral Bonus
• Student Loan Repayment Program
• Volunteer Time Off
• Professional Development Funds… and many more!

Requirements

Qualifications:

• High School Graduate or GED
• Proven track record in collections, with a minimum of 3 years of experience in a collections role with call center experience.
• Excellent communication and interpersonal skills, both verbal and written.
• Strong negotiation and problem-solving skills.
• Ability to work independently and as part of a team.
• Customer-focused with a passion for providing exceptional service.
• Proactive, self-motivated, and goal-oriented.
• Ability to thrive in a fast-paced, dynamic environment.
• Proficient in Microsoft Office and CRM software.
• This position is based on Central Standard Time.
• Active listening skills & following protocols precisely.
• You must be observant and have excellent judgment.
• Strong grammar and communication skills.
• Strong computer skills and comfortable working with multiple systems..
• Ability to achieve daily KPIs.
• Coachable -This is key to hitting the required monthly QA KPI measurements. Required QA KPI measurements are as follows:
• Employees will have 40+ scored customer interactions each month. The employee will be scored in sales, order status inquiries, general inquiries, and more.
• Scores: 30-day employee QA expectations: 75%, 6 months, and beyond QA expectations: 90% or higher.
• A mindset that is open and ready to embrace change.
• Consistent attendance is essential and recommended to achieve all KPIs.

Other Qualifications:

• For the training weeks, you must have a computer, webcam, and USB headset only (wireless headsets will not be allowed).
• Must have reliable wi-fi. Hardwired ethernet connection preferred, but no required.
• Must have a quiet, distraction-free work environment. Distraction-free is defined as the following:
• Closed door with no one in the room.
• No people talking in the background (including babysitter, family, friends, TV, pets, and monitors).
• No working in public areas or vehicles.
• Anything that would prevent you from having a quiet work environment.
• Use a USB headset only (wireless headsets will not be allowed).
• Must pass a background check and credit check. For the credit check, please see the following:
• No bankruptcy for the past 7 years
• No more than $2,500 TOTAL in open collections
• Excluding medical and closed accounts. We do count student loans.
• For example: Not eligible to work for us:
• Cell phone is $600 + credit card is $2,000 = $2,600 (This would be over the $2,500 limit)

Skills and Abilities:Must be able to work independently as well as collaborate within a dynamic multi-department environment to achieve common goals; organize and manage multiple priorities simultaneously; take ownership and be self-motivated and resourceful to find problem solutions; be data and results driven; and learn quickly in a fast paced, open plan environment. Must have excellent verbal and written communication skills, strong analytical and problem-solving skills, be detail oriented and adaptable.

Physical And Mental 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 job responsibilities.While performing the duties of this job, the employee is often required to stand; walk; sit for extended periods of time; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; talk or hear; occasionally required to climb stairs; balance; stoop, kneel, bend, crouch or crawl; taste or smell.The employee must occasionally lift, push, pull and/or move up to 20 pounds.Repetitive motion of hands required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment And Travel Requirements:Works in well-lit, ventilated and climate-controlled office environment with routine office equipment; some equipment has moving mechanical parts.Noise level in the work environment is typical for an office environment.

We currently hire employees residing in the following states: FL, GA, ID, KY, NE, NC, OH, PA, TN, TX, UT VA, WI