- Make outbound collection calls to customers regarding past-due accounts, with a goal of 100 per day.
- Negotiate payment arrangements and resolve delinquent accounts in accordance with company policy and applicable regulations.
- Document call outcomes, payment commitments, and account notes in the CRM.
- De-escalate and professionally handle frustrated, upset, or difficult customers.
- Educate customers on account status, balances, and available payment options.
- Meet or exceed daily, weekly, and monthly call volume and collection targets.
- Follow applicable federal, state, and company collection laws and guidelines, including FDCPA where applicable.
- Identify accounts that may require supervisor escalation or an alternate resolution path.