Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
What Part Will You Play?
Perform routine administrative functions (complexity increases proportionately with days balance outstanding) to include but not limited to answering emails received from internal and external customers within service level agreements while providing the best possible experience. Make, receive and assist with calls through assigned call center queue/s.
Manage and resolve a working list of all items in collection to Global Payments under a high stress and evolving environment while adhering to time management standards to all members to meet a set metric. Allocate payments from third party collections agency.
Review and inform customers of delinquent / past due accounts indebted to Global Payments as outlined in the process to result in recovery. Examine merchant accounts to determine the appropriate approach and follow established plans to collect the outstanding balance; negotiate (un)scripted payment options with delinquent customers while following various applicable regulatory requirements. Review and request supporting documentation to build accurate reporting inclusive of Briefs, Loss Reports, weekly updates and Sponsor Bank calls. Provide merchants with education on outstanding balances to include; fees, chargebacks, refunds and other monetary adjustments as well as preventative measures.
Lead information sessions with various areas of the Organization. Research delinquent / past due accounts by collaboration with Settlement Operations, Accounting, Client Managers, Account Reps, Pricing, Maintenance, and Credit/Underwriting to determine cash flow, potential file build errors, merchant expectation and fees clarification. Liaise with legal to assist merchants. Document and monitor bankruptcy proceedings including filing/completing proof of claims. Issue debt-related demand letters.
Assess vulnerabilities through effective investigation of accounts with existing debt/s and make effective decisions on future steps regarding collections to possible termination of the client relationship. Reserve / release through multiple methods including ACH, Wires, EFT and Check distribution of merchant funds where appropriate, while assessing mitigating circumstances that would require extended reserves and appropriate securities. Discern appropriate write off action to determine proper budget impact.
Analyze trends in business gaps/misses, merchant processing and demographics that may expose Global Payments to further losses.
Generate and distribute reports as needed or assigned.
Demonstrate functional knowledge of skip tracing techniques by utilizing all available tools including Accurint, Google, Facebook, LinkedIn, MAC, MATCH and Pacer.
Utilize training, reference materials and instruction of more experienced peers to develop knowledge of the collections regulatory environment and demonstrate a working knowledge of the company and assigned client's policies and procedures. Support and participate in training of New Hires. Provide constructive process feedback for possible procedural improvements.
Other duties assigned
What Are We Looking For in This Role?
Minimum Qualifications
High School Diploma or Equivalent
Bilingual Spanish/English
Preferred Qualifications
Previous collection or call center experience
What Are Our Desired Skills and Capabilities?
Skills / Knowledge - Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
Job Complexity - Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations.
Supervision - Normally receives little instruction on daily work, general instructions on newly introduced assignments.
Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [email protected].
