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Collector-Customer Account Specialist

Elizabeth River Crossings
Portsmouth, VA
ERC covers the commuting cost of tolls at the Elizabeth River Tunnels for our employees.

ERC is currently offering a hybrid schedule for the call center. (employees work 5 days in the office and 5 days from home - after 90 days of employment)

Shift: 8am-5pm Monday -Friday (training is 8-5 for 4 weeks M-F)

 Position Summary

Starting Rate: $19.50

 Responsible for performing collection activities associated with various delinquent accounts. Reviews delinquent accounts, determines probable reasons for account status, and contacts clients to resolve the delinquencies. Utilizes various techniques, as circumstances indicate, to promptly collect on delinquent accounts. Ensures the Company's professional image is maintained.

Essential Functions And Accountabilities

  • Assumes responsibility for the effective and professional performance of collections functions.
  • Receives delinquency reports from the computer system and verifies the status of the accounts.
  • Follows up on delinquent accounts by telephone, personal contact, and correspondence to secure a satisfactory resolution to the repayment problem. Discusses possible financial arrangements, informs clients of potential legal actions, and suggests financial counseling to arrive at suitable payment arrangements. Continues to collect until the account becomes a write-off, bankruptcy, or attorney account. Makes early contact with clients to collect and keep them informed of account status.
  • Utilizes effective human relations skills and various forms of persuasion to present a positive Company image in an already negative situation. Calms irate clients and answers questions and complaints relevant to Department functions. Determines reasons for delinquencies and works toward permanent solutions. Minimizes losses by early actions.
  • Utilizes further appropriate collection methods if initial attempts do not secure required payment. Recommends extensions of due dates. Suggests consolidations and financial counseling.
  • Posts approved extensions and notifies clients of new due date by mail.
  • Recommends and completes small claims court complaints and post judgment actions including garnishments and supplemental orders.
  • Follows relevant procedures for certain situations such as bankruptcy, legal action, or death.
  • Recommends possible charge-offs.
  • Performs collections efforts in accordance with Company policies and procedures and ensures they are legally compliant.
  • Utilizes various means/systems to locate valid contact details for delinquent accounts.
  • Assumes responsibility for the efficient administration of collections activities.
  • Keeps accurate and up-to-date activity reports on late, potentially late, and delinquent accounts.
  • Documents all collection actions taken, including telephone conversations, alternative financial arrangements, and correspondence on computer.
  • Researches accounts that appear on late and potentially late records to ensure that Company errors are detected promptly. Provides clients the opportunity to fully explain their account status.
  • Responsible for taking payment and accountable for all financial transactions.
  • Assumes responsibility for ensuring that professional business relations are established and maintained with clients and external contacts.
  • Maintains the Company's professional reputation throughout collections operations and in all contacts with clients.
  • Maintains confidentiality.
  • Develops contacts with credit bureaus and other financial institutions. Uses shared information to effectively minimize Company losses.
  • Assumes responsibility for establishing and maintaining effective communication and coordination with Company personnel.
  • Assists area personnel as needed.
  • Keeps management informed of activities, progress toward established objectives, and of any significant problems.
  • Attends and participates in meetings as required.
  • Assumes responsibility for related duties as required or assigned.
  • Stays informed of changes in collections policies, procedures, and related legal requirements.
  • Ensures work area is clean, secure, and well maintained.
  • May be asked to assist with legal process such as preparation of accounts, documentation, or settlements.

Performance Measurements

  • Delinquent and problem accounts are closely monitored and reviewed.
  • Appropriate collections actions are instituted which are in accordance with established Company policies and are legally compliant.
  • Delinquent accounts are promptly collected. A delinquency ratio which meets management standards is maintained.
  • Professional business relations exist with clients. Clients are properly assisted with their financial problems and their questions are courteously answered.
  • Required reports and records are accurate and timely.
  • Good working relations exist with area personnel and with management. Management is appropriately informed of area activities.

Qualifications

Education/Certification: High school graduate or equivalent.

Required Knowledge: Knowledge of collection procedures and related laws and regulations.

Understanding of Company policies. Familiar with default and enforcement clauses.

Basic understanding of the U.S. Bankruptcy Code.

Understanding of Small Claims Court system.

Experience Required: A minimum of 1 year related experience and/or equivalent combination of experience and/or education.

Skills/Abilities: Accuracy and thoroughness in work.

Excellent communication, telephone, and public relations skills.

Ability to work well independently.

Ability to work well in stressful situations.

Ability to operate related computer applications and other business equipment including calculator, copy machine, printer, credit bureau terminal, telephone, fax.

Physical Activities And Requirements Of This Position

Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Average Hearing: Able to hear average or normal conversations and receive ordinary information.

Repetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Visual Abilities : Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)

Working Conditions

None: No hazardous or significantly unpleasant conditions (such as in a typical office).

Mental Activities And Requirements Of This Position

Reasoning Ability: Ability to deal with a variety of variables under only limited standardization.

Able to interpret various instructions.

Mathematics Ability: Ability to perform basic math skills, use decimals to compute ratios and percents, and to draw and interpret graphs.

Language Ability: Ability to use passive vocabulary of 5-6,000 words; to read at a slow rate; define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.

Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.

Ability to communicate in complex sentences; using normal word order with present and past tenses; using a good vocabulary.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be a complete list of all responsibilities, duties and skills required of personnel so classified. Duties and responsibilities may be added or changed as deemed appropriate by management at any time.

Elizabeth River Crossings OpCo, LLC is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination based on race, color, religion, sex (gender), age, national origin, ancestry, citizenship, physical or mental disability, military or veteran status, medical condition, genetic information, sexual orientation or any other category protected by federal, state or local laws.
Posted 2026-01-01

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