Collections Specialist

hace 2 semanas

San Pedro Garza García, México Johnson Controls A tiempo completo

**Job Summary**:
The Internal Outside Collections Analyst acts as a strategic liaison between the business and its external collections vendor. This role is responsible for ensuring vendor performance aligns with internal objectives, compliance standards, and customer experience expectations. The analyst will manage data flows and collaborate cross-functionally to drive recovery performance and operational efficiency.

**Key Responsibilities**:
**1. Vendor Relationship Management**:

- Serve as the primary contact for the external collections vendor.
- Ensure vendor alignment with internal policies, service-level agreements (SLAs), and performance goals.
- Coordinate vendor onboarding, training, and ongoing updates.

**2. Performance Monitoring & Reporting**:

- Track and analyze vendor performance metrics (e.g., recovery rates, contact rates, compliance).
- Develop and deliver performance dashboards and reports to leadership.
- Identify trends, risks, and opportunities for improvement.

**3. Compliance & Quality Assurance**:

- Ensure vendor adherence to regulatory and contractual obligations.
- Conduct audits and quality reviews of vendor activities.
- Collaborate with Legal and Compliance teams to resolve issues.

**4. Process Optimization**:

- Partner with internal teams (Finance, Operations, Customer Service) to streamline collections processes.
- Recommend and implement process improvements and automation opportunities.
- Support system integrations and data exchange between internal and vendor platforms.

**5. Issue Resolution & Escalations**:

- Investigate and resolve discrepancies or escalations between internal teams and the vendor.
- Maintain documentation of issues, resolutions, and follow-up actions.

**6. Data Management**:

- Ensure accurate and timely data sharing and reconciliation with the vendor.
- Validate data integrity and support reporting accuracy.

**Required Software Skills**:

- Microsoft Excel (advanced level - pivot tables, VLOOKUP/XLOOKUP, data analysis)
- Power BI or other data visualization tools (for dashboard creation and reporting)
- CRM systems (e.g., Salesforce, Dynamics 365)
- ERP systems (e.g., SAP, Oracle) - preferred
- Microsoft PowerPoint & Word (for reporting and documentation)
- SQL - basic to intermediate (for querying and validating data sets)
- General Skills & Competencies
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to manage multiple priorities and stakeholders
- High attention to detail and data accuracy
- Strong organizational and documentation skills
- Ability to work independently and collaboratively
- Knowledge of collections regulations (FDCPA, TCPA, etc.) is a plus
- Bilingual (Spanish/Eng)

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