Collections Analyst II

For nearly 20 years, TheKey has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care.

Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home.

Employee-teams get the training, resources, and support they need to deliver an exceptional care experience for clients and their families.

Founded in Silicon Valley, TheKey has grown from a single location to service coverage throughout North America enabling clients to live life on their own terms, in their own homes.

Qualification :

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Essential Duties and Responsibilities :

Manage assigned accounts to identify outstanding debts.

Plan a course of action to recover outstanding payments.

Overcoming stall tactics and objections and suggesting sources of money for debt payments.

Conduct account reconciliations to ensure outstanding debt is accurate.

Maintain required levels of phone activity, contact percentages and other key performance indicators provided by the Collection Supervisor.

Discuss / negotiate payoff deadlines or payment plans with the Collection Supervisor approval.

Investigate and resolve discrepancies related to invoices.

Investigate billing errors and disputes and follow up with customers.

Escalation path for Analyst 1

Train and provide support for new hires.

Cross-trained on special handling customers

Expected to hit 90% or higher on KPIs / metrics.

Required Skills, Education and Certifications :

Minimum of 2-5 years collection experience with consumer collections

Knowledge of the FDCPA

Knowledge of Health Care collections a plus

Excellent customer service and communication skills

Knowledge of working with interfacing two systems preferred.

Intermediate / advanced experience with Microsoft Office applications

Ability to carry out and enforce basic and advanced policies, methods, and procedures.

Physical Requirements :

Ability to lift and carry up to 10-15 pounds.

Ability to sit, stand and walk for prolonged periods of time throughout the workday.

Ability to use standard office equipment such as personal computer, laptop, telephone, photocopy machine, etc.

Benefits for full time employees

• Medical / Dental / Vision Insurance
• TouchCare VirtualCare
• Life Insurance
• Health Savings Account
• Flexible Spending Account
• 401(k) Matching
• Employee Assistance Program
• PTO Plan for Non-Exempt Employees
• Flexible PTO Plan for Exempt Employees
• Holidays and Floating Holidays
• Pet Insurance
22 days ago