- Manage a portfolio of delinquent accounts across all stages of delinquency
- Contact customers through outbound and inbound calls to discuss past-due balances
- Negotiate repayment solutions such as payment plans, restructures, or settlements
- Follow up on broken payment arrangements and renegotiate repayment plans when necessary
- Educate customers on repayment expectations and strategies to prevent future delinquency
- Demonstrate empathy and professionalism when working with customers experiencing financial hardship
- Manage high call volumes while maintaining quality customer interactions
- Maintain detailed and accurate documentation of customer communications and repayment agreements
- Utilize internal CRM and collections management systems to track account activity
- Partner with internal teams across Collections, Customer Support, Risk, and Operations
Customer serviceNegotiationCRM