Collections Representative I
Join our fast-paced, growing company and further your career with Maverick Payments, where you can thrive, your ideas are valued, and your colleagues feel more like family than coworkers!
About Us:
Maverick Payments is a family-owned and privately held full-service payment provider. Located in Calabasas, California, Maverick has created innovative technology designed for sales organizations, such as ISO’s and ISV’s, looking to monetize payments by reselling our white-labeled payments stack. Our payment products include merchant acquiring services, a proprietary gateway, ACH processing, fraud & chargeback tools, analytics, and other value-add services. Maverick’s team includes underwriting, risk management, compliance & legal, technology & product development, on-boarding, customer support, information technology, and more.
About the Position:
The Collections Representative supports the internal recovery team by managing merchant accounts with outstanding return items. This role involves initiating recovery efforts, placing accounts on reserve through TSYS, and assisting internal teams and external partners with account reconciliation. The representative also monitors payments, communicates with merchants and agents, and applies knowledge of financial processes including chargebacks, refunds, and ACH operations.
- Collections Representatives are responsible for reviewing merchant accounts associated with each return item to assess the status and determine appropriate recovery actions.
- Place accounts on 100% reserve using the TSYS platform to ensure that available funds are secured.
Recovery efforts are initiated through email communications using HappyFox and direct phone outreach to merchants. - Representatives contact partners to address unpaid return items and residuals being held, aiming to resolve outstanding balances.
- Representatives monitor credit card payments through the Accounts Receivable system to ensure that payments are properly applied to the corresponding merchant accounts.
- They verify that outstanding balances are cleared and that account records are accurately reconciled.
- In cases involving fraud or significant losses, representatives use Google search to perform skip tracing and locate merchants through alternative public contact methods. They investigate and pursue additional avenues to establish communication and facilitate recovery
- Representatives possess a working knowledge of chargebacks and refunds, enabling them to navigate and explain these processes effectively.
- They understand the operations of the ACH network, including the roles of the Receiving Depository Financial Institution (RDFI) and the Originating Depository Financial Institution (ODFI).
- They review bank account updates to ensure accurate and current information is used in recovery efforts.
- Maintain a professional and respectful approach when communicating with customers to understand their financial circumstances and provide suitable solutions.
- Document all interactions with customers accurately and comprehensively in the dashboard, including payment arrangements, promises to pay, and any disputes or complaints.
- Ensure compliance with all relevant laws and regulations governing debt collection practices, including the Fair Debt Collection Practices Act (FDCPA).
- Collaborate closely with internal teams such as Merchant Maintenance, Partner Support, and Merchant Success and Risk to resolve complex collection issues including a detailed breakdown of the outstanding balance.
- Other duties as assigned.
Required:
- Candidates must possess a high school diploma or equivalent.
- Prior experience in payment processing, banking or working with the ACH network.
- Strong customer service skills are essential for effective communication and resolution.
- A bachelor’s degree in business, Finance, or a related field is preferred.
- 1 year of experience in payment processing, underwriting and/or risk management is highly desirable.
- Familiarity with TSYS and/or First Data platforms is considered an asset.
- Competitive Salary, Bonuses and Incentives.
- Comprehensive employer sponsored health, vision, and dental insurance programs.
- Paid time off, Paid Sick and Paid Holidays.
- 401K plan with up to a 4% matching contribution.
- Commitment to Career Development and Advancement.
- Employee Recognition Programs & Company Sponsored Events
- Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!
This position will consider candidates to report on site in the Los Angeles area.
Maverick Payments is an Equal Opportunity Employer.
Pay Transparency Notice: At Maverick Payments, we believe in openness, honesty, and empowering our candidates to make informed career choices. As part of our commitment to transparency, we disclose the salary range for our positions. These ranges reflect our dedication to fair compensation practices and recognize the value that each team member brings to our organization. The final salary offer will be based on factors such as your experience, skills, and qualifications.
Non-Solicitation from Third Parties: Do not contact Maverick Payments about this position unless you are a job seeker and potential applicant for this position. Do not contact Maverick Payments about other services, products or commercial interests.
Notice to Agency and Search Firm Representatives: Maverick Payments is not accepting unsolicited resumes from agencies and/or search firms for this or other job postings. Resumes submitted to any Maverick Payments employee by a third-party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Maverick Payments. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral.
Fair Chance Ordinance: Maverick will consider qualified applicants with criminal histories in a consistent manner with the Los Angeles Fair Chance Initiative for Hiring.