at ADT in Wichita, Kansas, United States
Job Description
A Day in the Life:
- Handle inbound and outbound customer calls related to billing and collections, using multiple systems to review and resolve account issues
- Clearly explain billing charges, answer questions, and guide customers through account details to address concerns
- Use active listening and probing questions to understand customer objections and identify the best path to payment
- Apply negotiation skills to secure payments, including same-day or postdated arrangements within established guidelines
- Route customers to the appropriate team when issues fall outside the scope of collections support
- Manage back-to-back interactions while meeting performance, compliance, and quality standards
Attributes for Success:
- Strong communication skills, with the ability to clearly explain billing details and confidently guide customer conversations
- Active listening and critical thinking to identify customer concerns and uncover opportunities to resolve issues and secure payment
- Effective negotiation skills to overcome objections and reach mutually beneficial payment solutions
- High attention to detail when reviewing accounts, applying resolutions, and ensuring accuracy across multiple systems
- Ability to multitask and navigate several tools/screens efficiently while managing back-to-back interactions
Application Process:
- Step 1: Apply
- Recruiter reviews for basic qualifications
- Step 2: Complete 20-minute Assessment received via email
- Recruiter reviews assessment score and invites those who meet requirements to next step
- Step 3: Live Video interview with a Hiring Manager
Overview:
Department Operating hours – Monday – Friday 8:00am – 9:00pm EST
Average Shift Options:
- Weekends and Holidays off
- Most schedules begin around 11:00am EST
Role Requirements:
- 1 year of first-party Collections OR
- Minimum of one (1) year of specific relatable experience, including: Car loan, financial and credit card collections, including taking payments from customers and/or setting up payment arrangements, advising required payment amount
Role Location Requirements:
- Site-Based Role, hiring in:
- Irving, Jacksonville, Knoxville, and Wichita.
- Following successful training, this role transitions to Fully Remote
Compensation Information:
- You will receive an hourly pay rate of $17.00 effective on your start date and incremental increases every 30 days until the rate of $20.00 is reached.
