- Handle inbound and outbound calls about account balances and payment options.
- Answer account questions, handle basic disputes, and route requests appropriately.
- Establish payment arrangements within approved guidelines.
- Document account activity and customer interactions accurately in internal systems.
- Navigate multiple computer screens and systems to access information and update records.
- Meet established expectations for call quality, productivity, and key performance indicators.
- Follow company policies and applicable compliance requirements, including the Fair Debt Collection Practices Act (FDCPA).
- Maintain confidentiality when handling customer and account information.
- Participate in training, coaching, and performance development activities.
Customer service