Cadex

Customer Support

• Monitor Zendesk tickets and manage inbound client and collector communications, including escalations
• Request client documentation and action confirmations for debtor account reviews
• Provide client-supplied information to the collections team and maintain accurate system records
• Review and apply account payments according to remittances and payment history
• Validate payment files for formatting, required fields, and processing accuracy
• Process manual claims and ensure required documentation is included
• Process credit card payments using client systems
• Audit claim submissions for accurate data entry and file creation
• Support clients with data-feed downloads, document retrieval, payment verification, and posting
• Publish and update operating procedures and training materials
• Identify process improvements and propose ideas
• Collaborate across countries and cultures
• Support Operations Support projects and act as backup to department members
• Maintain professionalism and confidentiality
• Perform other duties as requested

Operations Support Specialist II

Collector

Job Details: Salary Range: $19.23 - $19.23Base+Commission/month, Travel Percentage: Negligible, Get rewarded as you grow! Our compensation structure is designed to set you up for success from day one.

All new agents start at $19.23/hour with a full 40‑hour workweek, plus a supportive 60‑day ramp period where you can learn the ropes without individual revenue goals. Once you’re up and running, you’ll step into a team or own your own desk of accounts with commission plan that pays monthly bonuses based on performance, either a flat dollar (ranging from $350 to $700 monthly) or 4% commission. As you rise through the ranks and take on higher‑balance portfolios, your earning potential climbs with you, with uncapped 4% commission on all fees collected. Your success is truly in your hands—with real opportunities to grow your career, your skills, and your paycheck.

B2B (business to business) accounts only: professional clients and accounts payable departments, not individuals and never medical, credit card, or personal accounts  

What else we offer:  

 Monday through Friday day shift – no nights or weekends  

 A global company with cross training and transfer opportunities  

 Medical and dental, 80% single and 60% family covered by Cadex  

 401(k) with a 4% match (100% of your first 3% and 50% of your next 2%)  

 Company paid life insurance and long term disability insurance  

 Generous PTO/sick leave along with other paid emergency leave options  

 6 weeks of partial salary for parental leave  

 Stable and professional office and work environment  

 Company provided Equipment 
 Remote environment

Who thrives here?  

 Reliability, showing up on time and consistent attendance  

 Goal-driven professionals motivated by performance-based bonuses  

 Individuals eager to learn new skills and build a career path in a supportive environment  

 Comfort on the phone with the ability to ask for payment and negotiate  

 Professionals with excellent communication and problem-solving skills  

Who we are:   

Cadex Solutions Corporation is a holding company formed by Trivest Partners LP to build the premier provider of global commercial order-to-cash management solutions. With a history spanning nearly 100 years, Cadex is uniquely positioned with in-depth experience that builds relationships alongside results. Our team of industry experts brings innovation and data insight, improves your processes with hands-on help, and provides custom solutions based on specific needs. Cadex has approximately 800 employees serving over 1,000 clients across all industries from locations across the globe, with our larger operations in the United States, Colombia, Romania, and India.  

Since 2019, Cadex has been putting together a strong portfolio of ARM companies, including  

 A.G. Adjustments, formed in 1974 and headquartered in Melville, NY  

 D&S Global Solutions, formed in 1997 and fully remote  

 ABC-Amega, formed in 1929 and headquartered in Buffalo, NY  

 TranSubro, formed in 2012 and headquartered in Oceanside, NY  

 DAL, Inc., formed in 1974 and headquartered in Clifton Heights, PA  

 Receivables Control Corporation (RCC), formed in 1970 and headquartered in Maple Grove, MN  

 Insurance Recovery Group (IRG), formed in 1997 and headquartered in Framingham, MA  

OBJECTIVE  

The role of the Collector is to collect on past due accounts on behalf of Cadex’s clients in a manner that ensures maximum revenue generation through successful collections, excellent service, and the highest quality standards. This position uses various collection techniques, including making demands for payment, problem solving, dispute resolution, settlement negotiations, and other methods via telephone, email, and postal letters to debtors.  

PRIMARY JOB DUTIES  

 Meet or exceed collection and revenue goals as established to ensure maximum client satisfaction  

 Work accounts assigned efficiently by meeting productivity and activity goals as assigned  

 Provide excellent service and communication to customers and/or clients, engage with customers and/or clients in a positive and collaborative way, to include but not limited to, providing accurate information, holding good call flow, using professional tones, greetings, and closings, while controlling the call efficiently   

 Accurately update the proprietary collection system by using the proper codes, accurately reflecting the customer and/or client interaction, updating contacts, and any other tasks as required  

 Ensure high quality standards by following all client-specific account handling instructions and treatment plans as outlined by customers and/or clients, procedures, skip tracing, quality assurance, or manager; anticipate the customer’s and/or client’s concerns by demonstrative active listening and proactively thinking, adapting to changes as needed  

SECONDARY JOB DUTIES  

 Continuously seeking to improve business knowledge, quality assurance scores, and other metrics (e.g. volume of calls, activities, accounts worked per day) seek to deliver more than is expected   

 Engage in client contact- limited to questions/answers/discussions related to specific files/claims via phone or email  

 Maintain confidentiality of both internal and external party information  

 Business cultures differ in the various locations that our clients and their customers do business; actively seek to improve knowledge of these business practices and then apply that knowledge towards improving collection rates and recommendations to clients  

 Responsible for small, medium, or large size claims depending on business needs, specific dollar limit to be set on a client-by-client basis, and subject to change; apply the same quality standards to all claims  

 Maintain organized electronic file storage of documents and emails   

 Interface with Client-Facing departments to help identify and meet client needs  

 Support new hires and other co-workers by assisting with training or other questions  

 Respond to written correspondence from customers, and clients in clear, concise, and professional language by keeping language accurate, legible, complete, and by using a positive tone  

 Identify outdated or cumbersome processes and procedures that can be changed to improve company performance; collaborate to make process improvements  

 Exercise sound independent judgment in the handling of all aspects of the collection process of claims assigned to station; analyze and make recommendations to clients for settlements and payment plans  

 Continuously seek opportunities for process improvement and propose ideas  

 Foster effective communication and collaboration between countries and cultures within all regions  

 Assist in Operational project work as required  

 Act as backup to other members of the Operational Departments  

 Maintain a high level of professionalism and confidentiality with all information entrusted with  

OTHER JOB DUTIES  

This position will perform other duties as requested. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without advanced notice.  

SUPERVISORY RESPONSIBILITY  

This position has no supervisory responsibilities  

WORK HOURS  

This is a full-time position working 8 hours per day, Monday through Friday. The specific schedule will be determined by business or client need and will be assigned by the manager but generally is assigned within the hours of 8am-5pm CST.  

TRAVEL  

No travel is expected for this position  

WORK ENVIRONMENT  

This job operates in a Remote environment. This role may routinely use standard office equipment such as computers, headsets, telephones, and related. The noise level is minimal with office machinery, phone calls, and related to remote setting.

PHYSICAL DEMANDS  

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. While performing the duties of this job, the employee is regularly required to talk and hear and work with others through verbal and written contact. This is a largely sedentary role; however, the employee is occasionally required to stand, walk, use hands, and reach with hands and arms. Specific vision abilities required by this job include general seeing and close vision. Repetitive motion is frequently required through typing and computer mouse usage. Mental requirements include simple and complex reading, simple and complex writing, memorization, analyzation, perception/comprehension, decision making, planning, independent action, and planning.  

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.  

EEO STATEMENT  

Cadex provides equal employment opportunities to all employees without regard to race, color, creed, religion, sex, age, national origin, disability, marital status, familial status, predisposing genetic characteristics, domestic violence victim status, gender identity or expression, pregnancy, sexual orientation or military status. 
Qualifications: COMPETENCIES  

 Strong computer skills in various systems, especially Microsoft Office  

 Time management and organization skills  

 Proficient communication and comprehension skills, including professional written and telephone communication  

 Ability to communicate via telephone or verbal discussion, including conversations that require making demands for payment and/or negotiating favorably for the company and our clients  

 Adept at professionally responding to confrontational or evasive conversations if required during the handling of a collection account, including the ability to de-escalate emotion, and face confrontation   

 Basic mathematical skills  

 Basic telephone and calculator skills  

REQUIRED EDUCATION AND EXPERIENCE  

 High School Diploma or General Education (GED)   

 1 -3 years’ experience in collections, B2B collections or accounts receivable role  

Collectors may be required to be licensed in various states. Cadex will apply and obtain all licenses required for each employee.  

FLUENCY  

This position requires fluency in the English language. Fluency in other languages may be required based on location, client, department, or project.