Job Title: Outbound Account Specialist
Location: Remote – Work from Home
Department: Collections
Reports to: Director, Operations (Statutory Process & Collections)
Job Type: Full-time
The Outbound Account Specialist is responsible for proactive outreach to homeowners with delinquent assessment accounts, acting on behalf of community associations. This position requires consistent outbound communication, primarily via phone and email, to establish contact with homeowners and ensure accurate record-keeping. The role demands a solutions-oriented mindset, excellent communication skills, and a strong commitment to compliance, customer service, and professionalism.

EDUCATION & EXPERIENCE

• High school diploma or equivalent required; Associate degree or higher preferred, particularly in Business, Communications, or a related field
• Previous experience in collections, customer service, outbound call, or high-volume call environments is highly preferred
• Experience with property management and community associations is a plus.
• Familiarity with the TCN phone system, Smartsheet, or similar project/task management tools is beneficial

SKILLS & COMPETENCIES:

• Proficient with Microsoft Office programs; able to learn new systems quickly
• Strong verbal and written communication skills
• High attention to detail and accuracy
• Self-motivated, organized, and capable of working independently
• Professional demeanor with a customer service-first approach
• Ability to follow scripts and processes while adapting to each situation

PHYSICAL REQUIREMENTS:

• Physical demands include the ability to lift up to 30 lbs.
• The employee is required to work at a computer for extended periods of time as well as talking on the phone for extended periods of time.
  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

KEY RESPONSIBILITIES:

Include but are not limited to:

• Conduct a high volume of outbound calls using a script or guided call flow
• Send follow-up emails and schedule return calls to continue engagement
• Leave scripted voicemails and perform warm transfers to Account Specialists when needed
• Gather and verify homeowner information; update CRM/database records accordingly
• Document call outcomes, next steps, and key information in real time
• Maintain compliance with applicable laws and internal policies (e.g., FDCPA)
• Demonstrate empathy and professionalism in all interactions, even during challenging conversations
• Prioritize and manage tasks efficiently in a fast-paced environment