Job Description

Location: Des Plaines, IL — This position is 100% on-site/in-office.

Business Hours: Monday–Friday — three days from 8:00 AM–5:00 PM and two days from 10:00 AM–7:00 PM.

Compensation: $19.00–$21.00/hour + commission

About the Role

Pavilion Payments is looking for a Collections Representative to join our team in Des Plaines, IL. This role is a great fit for someone who combines excellent customer service skills with the confidence and persistence to drive results. If you enjoy setting goals, exceeding expectations, solving problems, and having conversations that lead to positive outcomes, this may be a great opportunity for you.

Our Collections Representatives work directly with patrons to resolve outstanding balances while delivering a professional and respectful customer experience. Success requires more than simply asking for payment. You'll listen, understand the circumstances, clearly explain available options, negotiate solutions, and create appropriate urgency while maintaining the integrity of the customer relationship.

This is a high-volume, goal-driven environment with the opportunity to earn commission in addition to your hourly pay.

What You'll Do

• Contact patrons by phone to resolve outstanding balances and returned-check obligations.
• Handle a high volume of outbound and inbound calls in a fast-paced environment.
• Build rapport and credibility with patrons while guiding conversations toward payment and resolution.
• Listen for and understand the circumstances behind an outstanding balance and determine the appropriate approach.
• Negotiate payment arrangements, overcome objections, and establish clear commitments and next steps.
• Clearly explain Pavilion Payments' role and services to patrons who may be unfamiliar with our company.
• Process payments securely and accurately over the phone.
• Document account activity accurately and efficiently while speaking with patrons.
• Meet or exceed individual collection and performance goals.
• Maintain professionalism and composure during difficult, emotional, or escalated conversations.
• Follow all applicable FDCPA, Regulation F, CFPB, TCPA, state-law, and departmental requirements.
• Partner with Collections leadership and team members to meet individual and department goals.

What We're Looking For

• Strong customer service and communication skills with the ability to build rapport quickly.
• Confidence asking for payment, negotiating solutions, and moving conversations toward a resolution.
• Goal-oriented mindset and motivation to meet and exceed measurable performance targets.
• Ability to balance empathy and customer service with persistence and accountability.
• Strong active-listening, problem-solving, and objection-handling skills.
• Ability to remain calm and professional when handling challenging or frustrated customers.
• Comfortable working in a high-volume phone environment.
• Ability to multitask, including speaking with customers while accurately documenting account information.
• Strong attention to detail and organizational skills.
• Ability to work independently while contributing to a collaborative team environment.
• High school diploma or equivalent.

Experience That Will Help You Succeed

• Previous experience in collections, customer service, sales, telemarketing, or another high-volume phone-based environment.
• Experience working toward individual goals, quotas, metrics, or incentive-based compensation.
• Consumer collections experience is a plus, particularly experience balancing collection results with a positive customer experience.
• Familiarity with FDCPA, Regulation F, or other consumer-collections regulations is helpful.
• Experience using a predictive dialer or similar high-volume calling system is helpful.
• Strong and accurate typing/data-entry skills.

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