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Company Overview 

NCO is the industry leader in providing clients with successful business process outsourcing (BPO) solutions. Our outsourcing portfolio includes accounts receivable management, customer management services, and back office services for a diversified customer base. Since NCO's inception in 1926, our goal has remained constant — to reduce client operating expenses, increase cash flow, and improve their customers' experience. Our best-in-class, results-driven reputation, strong financial track record, and proven business model makes NCO the choice for BPO solutions.

To meet and surpass the growing and complex needs of our clients, NCO's services support essential functions across key portions of the customer lifecycle, including acquisition, growth, care, resolution, and retention. NCO provides its services through Customer Lifecycle Management, a unique customer-driven model that delivers our optimal performance, leading-edge technology, proven efficiency, and exceptional quality.

NCO operates a global network of over 100 operations centers running on a centralized data platform with the flexibility to respond to a rapidly changing marketplace, and to scale operations to meet client specifications. Our clients are empowered to successfully address immediate business needs, while enabling long-term growth across the entire customer lifecycle.

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Job Description 

NCO is an industry leader in providing business process outsourcing services including accounts receivable management, customer relationship management and back office services for a diversified customer base. Our clients are empowered to successfully address immediate business needs, while empowering long-term growth across the entire customer lifecycle.  NCO provides services through over 100 offices in Antigua, Australia, Barbados, Canada, Guatemala, India, Mexico, Panama, the Philippines, Puerto Rico, United Kingdom and the United States.
 

Principal Responsibilities


  • Effectively communicate expectations, consequences, changes, policies, and procedures.
  • Provide motivation for the successful accomplishment of the assigned team's quality standards and goals.
  • Monitor floor activity and calls to assist employees.
  • Provide ongoing feedback to employees regarding files, performance, and improvement opportunities.
  • Diffuse escalated calls, negotiate, and create solutions for resolution.
  • Present, promote, and support all new initiatives.
  • Accurately project and achieve daily, weekly, and monthly revenue goals.
  • Accountable for all decisions, actions and directives with respect to job responsibilities.
  • When requested, manage and track account settlements and/or accounts closed by Client within established guidelines.
  • When requested, conduct monthly audits to ensure that accounts have been executed in compliance with Client's requirements.
  • When requested, be responsible for monthly Client reporting and processing of returned accounts for review, offers in compromise, reconsiderations, charge offs, 1st and 3rd party levies, pending refund reports, and payment plan reports.
  • Knowledge, understanding, compliance, and enforcement of all applicable Federal, State, and Local laws and regulations that regulate the collection industry.
  • Knowledge, understanding, and compliance with NCO policies and procedures.
  • Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives.
  • Assist with progressive discipline with regards to attendance, performance and all aspects of company policy.
  • Ensure compliance with client, office, and company standards, policies, and procedures.
  • Provide feedback to management concerning possible problems or areas of improvement.
  • Make recommendations to implement improved processes.
  • Perform other duties as assigned by management.
 


Job Requirements 



 

  • Associates Degree or equivalent relevant work experience.
  • 2 years of previous collections experience required.  4 years of previous collections experience preferred.
  • Working knowledge of Microsoft Excel and Word.
  • When required, proficiency with Mercury dialer and Soundbite applications or Davox (Concerto) system.
  • Ability to maintain the highest level of confidentiality.
  • Excellent interpersonal, written, and oral communication skills.
  • Ability to work in a team fostered environment.
  • Ability to work in a multi-tasked environment.
  • Ability to prioritize and organize work.
 
Work Environment:
  • Office environment
  • Ability to lift and / or move 20 pounds
M/F/H/V/EOE/AA
 
 

 

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