Job Abstract

Every day, Heartland, a Global Payments Company, makes it possible for millions of people to move money between buyers and sellers using our products and unmatched services.  Simply, we create meaningful technology centered experiences that enable our customers to prosper.  If you want to work like an entrepreneur, support and serve entrepreneurs and bring your expertise to a dynamic team, then Heartland is for you.  If it's in your nature to work with a passion to provide tangible solutions for everyone you interact with, then join us and let's see what we can do together.

• Reviews, researches and informs customers of delinquent/past due accounts indebted to GP as outlined in the process to result in recovery. 

• Review and request supporting documentation where appropriate

• Make, receive and assist with calls through assigned call center queue/s

• Issue debt-related demand letters

• Initiate closure of accounts with bad debt while determining the reason for debt.  Insolvency, fraud, best practices, etc.

• Manage and resolve a working list of all items in collection to Global Payments under a high stress environment.

• 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.

• Reserve / release merchant funds where appropriate.

• Process Electronic Funds Transfers (EFTS) and wires for merchants as needed.

• Provides customer service to cardholders for basic & escalated customer inquiries and maintains the integrity of the client as well as the integrity of Global Payments. 

• Work closely with various areas of the Risk department.

• Attend training courses as assigned.

• Assist in training & mentor employees when needed

• Assess vulnerabilities through effective investigation of accounts with existing debt/s and make effective decisions on future steps regarding collections to possible termination of client relationship

• Complete routine and high level administrative duties to include additional reporting for sponsor banks, bankruptcy/attorney contact, and depository bank communications. 

• Perform next level skip tracing techniques with Lexis/Accurint and other items available.

• Ability to identify emerging and recurring risk trends that may potentially lead to increase in debts

• Ability to to determine when a merchant should be reported to VMAS/MATCH due to non-payment

• Recommend debts to the third party collection agency

• Proactive review of Reserve reports and representments to prevent possible loss

• Performs and distributes reports as needed or assigned.

• Cross train with Customer Service, Credit, Sales, Pricing, Disputes, etc. to assist/provide knowledge for possible re-open, change of ownership, Maintenance and credits for indebted merchants.

• As a Subject Matter Expert (SME), will provide recommendations for financial write-off, finalize briefs, prepare loss summary forms to be presented at meetings and recommend accounts to be forwarded to third party collections.

• SME level knowledge of policies and procedures allows assistance on escalations from other team members

• Additional tasks as assigned

Other Responsibilities

• Provide reports on findings and recommendations for performance improvement and ensure immediate feedback is provided to the team lead for critical incidents that may be impactful to the company

• Provide operational and technical Subject Matter Expert (SME) support in projects and departmental functions

• Ensure that the SOPs are updated by raising amendment requests and cascading the changes to the team, as and when necessary

• Provides recommendations to management and clients on collection techniques that mitigate client customer complaints to enhance client oversight satisfaction and Customer Financial Protection Bureau (CFPB) compliance.

• Possess the ability to effectively present information to leadership and groups.

• Assist team members with technical difficulties.

• Assume a technical role in the absence of Supervisor.

• Work with Supervisor to evaluate calls and back office analyst tasks

• Lead and actively participate in calibration sessions with analysts, team leaders, or business partners to ensure alignment on process and quality parameters

Minimum Qualifications (please read)

-HS Degree of equivalent

-Minimum 2 years experience in collections, A/R, or related finance roles

-Minimum 2 years experience in project management or team lead role.

Heartland is an equal opportunity employer. Heartland, a Global Payments Company, 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. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.