Representative, Collections

Job Description

This job will contact customers using multiple platforms, including but not limited to, automated phone system, email and chat to negotiate payment plans and help them improve their account status. You will provide personalized solutions while ensuring compliance with relevant guidelines, focusing on fair treatment and support for all customers. Additionally, you will educate customers about different payment relief options and the impact on their credit scores, all while maintaining a positive attitude and meeting productivity and quality goals. Job Description Essential Responsibilities Handle inbound calls to and from customers regarding their outstanding balances. Utilize multiple communication channels, including phone, email, and chat, to contact customers, provide support and respond to customer inquiries efficiently. Listen to customers concerns and understand their financial situations to offer appropriate payment solutions. Negotiate payment plans and arrangements that align with company policies, regulatory requirements, and customers abilities to pay. Maintain accurate and detailed records of customer interactions and payment agreements in the system Provide exceptional customer service by demonstrating empathy, patience, and professionalism in all interactions, while meeting production and quality goals. Stay informed about company policies, procedures, and industry regulations related to collections. Proactively engage in self-development activities, that support your professional growth. including attending training sessions and workshops to enhance your skills and knowledge in collections and customer service Minimum Qualifications Minimum of 1 year of relevant work experience Preferred Qualification Strong communication skills, excel at customer interaction Strong verbal (phone) communication skills actively listen and speak clearly to customers Strong written (email) communication skills use proper grammar and punctuation Well-developed sense of urgency and follow through