Summary

The Field Visit Specialist works proactively with customers to resolve past due lease renewal payments and obtain payments in an effective, timely, and appropriate manner to include field visiting, with a responsibility to meet or exceed company performance standards.

Duties and Responsibilities

• Field Visiting

• Carries out all field visit activities of the call center by visiting past due customers in-home, as necessary, to obtain lease renewal payments or secure the return of leased merchandise. while maintaining a high level of customer satisfaction

• Utilizes technology provided to execute the field visit processes

• Documents all customer appointments and maintains updated and accurate customer information

• Records electronic customer interactions accurately with every contact

• Processes payments and posts amounts paid to customer accounts

• Customer Counselor

• Educates the customer on the benefits of timely lease agreement renewal payments

• Recommends use of components from the full suite of proprietary renewal tools with the intention of assisting customers to ownership

• Monitors and recommends payment frequency and renewal date changes based on customer payment history and pay dates

• Vehicle and Protecting Company Assets

• Operates company vehicles in a safe manner and in accordance with all applicable laws. Conducts daily inspection of assigned delivery vehicles to ensure safety and maintenance guidelines are met

• Protect company assets and maintain company confidentiality

• Returns

• Executes merchandise returns due to non-payment as directed

• Quality assures merchandise that is returned

• Compliance

• Maintains the highest level of compliance with renewals policy, procedures, and company compliance requirements, as well as applicable regulations and laws

Education and Experience

• High School diploma or equivalent required

• 2 years of college or 2 years of previous management experience preferred

• Collections experience required; 2 years preferred

• Proficient computer skills

Required Skills

• Strong communication and interpersonal relationship skills both in person and over the phone

• Ability to work with minimum supervision

• Excellent organizational skills

• Safely operate company vehicles; keep up with vehicle maintenance

• General product knowledge preferred

• Uphold the Company’s brand and protect company assets

• Ability to work schedule of budgeted hours varying from 8am to 9pm, Monday through Saturday

• Must be 21 years of age or older with a valid driver’s license

• Satisfactory MVR, D.O.T physical/certification in states that require it, drug screen, criminal background investigation with job performance reference check and required testing, a valid Driver’s License and compliance with the Company’s Diver Qualification Policy.

Physical Requirements

• Position routinely requires lifting, loading, and moving 50-300 pounds of merchandise with the use of a dolly