We are seeking an experienced Collections Agent to join our Merchant Support Team. The Merchant Support Associate is responsible for investigating, negotiating, collecting, and curing delinquent merchant accounts. This role blends customer service, collections, and creative problem-solving, offering unlimited earning potential through a competitive base rate plus collection-based incentives.
This is a remote position for those that reside in = AL, FL, GA, ID, IA, IN, KS, LA, MI, MS, MO, NE, NV, NC, ND, OH, OK, PA, SC, SD, TX, TN, UT, VA, WV, WI, WY
Essential Functions
- Review, interpret, and apply the terms of company agreements when investigating, identifying, documenting, and resolving compliance-related issues.
- Analyze complex financial and repayment information.
- Perform skip tracing using internal systems and internet search tools.
- Communicate with merchants to identify reasons for ceased or inconsistent payments and review agreement terms based on historical payment volumes.
- Locate and notify merchants of breached accounts via phone, email, text, and mail to solicit payment or cure breaches.
- Negotiate payments and establish payment arrangements in accordance with company policies and the merchant’s financial situation.
- Request and process alternative payment methods, including wire transfers, overnight certified funds, and personal or business credit cards.
- Accurately document all merchant interactions and account activity.
- Scan and upload all internal and external documentation to merchant accounts.
Required Education and Experience
- Prior collections experience preferred.
- Professional, articulate phone presence with the ability to remain calm and diplomatic in high-pressure situations.
- Strong written communication skills.
- Ability to research merchant accounts, analyze repayment streams, and resolve disputes efficiently while prioritizing customer retention.
- Proven negotiation and skip tracing skills.
- Proficiency in Microsoft Word, Excel, and standard office equipment (scanner, fax, copier).
- Strong attention to detail with the ability to identify errors, meet deadlines, and manage multiple priorities.
- Adaptable, flexible, and comfortable working in a team-oriented environment.
Five Star Call Centers values diversity and is committed to cultivating a professional, diverse workforce by hiring the best people available and providing the best service possible to our customers. Five Star Call Centers is an EOE/Veterans/Disabled/LGBT employer and participates in the E-verify program.
