Role Description The Collections Specialist is responsible for managing a portfolio of consumer loan accounts and engaging directly with borrowers to resolve delinquent balances. This role focuses on proactive borrower outreach, negotiating repayment solutions, and ensuring customers understand their loan obligations. - Manage a portfolio of delinquent consumer loan accounts and perform high-volume inbound and outbound borrower outreach - Communicate with customers to understand causes of delinquency, collect payments, and resolve outstanding balances - Negotiate repayment plans, settlements, and payment arrangements in accordance with company guidelines and loss mitigation strategies - Review account histories and borrower financial information to determine appropriate collection strategies - Provide clear and accurate information regarding loan balances, payment options, interest, fees, and account status - Maintain detailed and accurate documentation of borrower interactions, commitments, and account updates within servicing systems - Assist borrowers experiencing financial hardship by identifying compliant repayment solutions - Handle customer inquiries, disputes, and escalated concerns in a professional and timely manner - Ensure compliance with all federal, state, and company regulations governing consumer debt collection practices - Meet or exceed established performance metrics, including call volume, collections, resolution rates, and quality standards - Collaborate with team members and management to resolve complex accounts and improve recovery outcomes - Perform additional duties as assigned Qualifications - High School Diploma or GED required - Prior experience in collections, customer service, call center operations, or financial services preferred Requirements - Strong verbal and written communication and negotiation skills - Ability to work effectively with customers in sensitive financial situations with professionalism and empathy - Solid problem-solving skills with the ability to identify practical repayment solutions - Ability to multitask in a fast-paced, high-volume call environment - Proficiency in Microsoft Office (Word, Excel) - Experience with loan servicing or collections systems preferred - Strong attention to detail and ability to handle confidential information responsibly - Self-motivated and goal-oriented with a focus on achieving performance targets Benefits - This role is available as fully remote but if candidate is found within Coral Gables or Fort Lauderdale FL area preferred. - For reference our business hours are Monday – Friday, 9:00 AM – 6:00 PM (EST); there is occasionally need for work outside of these hours based on business needs. - There is a monthly performance-based incentive opportunity available outside of salary base. Physical Demands and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - Regularly required to sit and use hands to handle, touch or feel objects, tools, or controls - Frequently required to talk and hear - Occasionally required to stand; walk; reach with hands and arms - Rarely required to stoop, kneel, crouch, or crawl - Must regularly lift and/or move up to 10 pounds - Specific vision abilities required include close vision, color vision, and the ability to adjust focus EEOC Bayview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.

Role Description The Collections Analyst II is responsible for performing various functions as they pertain to the collection of delinquent water and sewer accounts. - Acts as Authority representative at court proceedings (and/or administrative hearings) with DC Water’s legal representative both with external and internal attorneys providing required documentation to support water and sewer charges. - Researches and resolves billing inquiries as related to delinquent accounts and collections. - Reviews and analyzes delinquent accounts for appropriate legal action. Informs and recommends to the supervisor a course of action for successful collection. - Responds and prepares both subpoenaed information as well as FOIA request relative to the billing and collection for water and sewer services, impervious charges and initial orders from the Superior Court Civil Division. - Reviews and prepares bankruptcy accounts relative to the prorating and the calculation of both pre and post-petition dollars. Reviews and prepares bankruptcy and probate documents for collection. - Calculates, prorates, and adjusts water and sewer bills and establishes payment terms for customers. - Verifies and collects outstanding balances prior to the initiation of service or distribution of permits. - Prepares certificate of lien and lien release/redemption documents as required. - Researches and validates account balance to provide accurate pay off certificates for the purpose of settlement by the Title Company. - Verifies the accuracy of the cash receipts reconciliation and the customer refund process. - Compiles various monthly reports to include spreadsheets utilizing applicable software. - Utilizes superior verbal and written communication skills as a part of interaction with customers. - Performs other related duties and projects as assigned at the discretion of the Supervisor, Credit/Collection. Qualifications - Three (3) years of progressive customer service experience in a creditable collection environment. - High School diploma or General Education Development (GED) certificate. - Analytical Thinking. - Detail Oriented. - Verbal and Written Communication Skills. - Conflict Resolution. - Adaptable and Agile. - Relevant Technology and Software. - Ability to work flexible hours. - English language proficiency. Requirements - General office conditions. Benefits - Join a group of thinkers, innovators, and problem solvers focused on protecting life’s most precious resource in the nation’s capital. - Take pride in your work; we provide an essential service and do work that matters. - Connect to a strong culture grounded in shared values—accountability, trust, teamwork, customer focus, safety, and wellbeing. - Be your true self in an inclusive organization that embraces diversity. - Build your skills and career path with a commitment to developing a future-ready workforce.

• Plan and structure collection campaigns and contact sequences, defining workflows, channels and the most appropriate approaches. • Segment and prioritize members based on profile and delinquency level, directing more targeted strategies. • Analyze data and KPIs, monitor results to guide decisions and continually refine strategies. • Implement and enhance collection models and methodologies to improve effectiveness and scalability. • Monitor the performance of collection initiatives — including campaigns, customer service and branch operations — and drive continuous improvement.

• Identify and implement automation and AI use cases across payment allocation, dunning, and fraud detection • Manage and continuously improve payment flows, refunds, and outstanding receivables • Build a fact-based understanding of payment behavior and anomalies (fraud patterns) • Work closely with Customer Service, Legal, Billing for damages, and IT to develop integrated solutions • Collaborate with external market partners, such as Crefo in markets outside Germany, to improve credit assessment processes