- Contact customers via phone, email, and written correspondence to address past-due accounts and secure payments
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Handle inbound and outbound calls to assist customers with account inquiries, payment processing, and loan servicing needs
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Negotiate payment arrangements, settlements, or repayment plans based on account status and company guidelines
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Maintain accurate records of all customer interactions, payment agreements, and account updates in the system
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Review delinquent accounts and follow up consistently to ensure resolution and minimize financial loss
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Resolve billing discrepancies, disputes, and account concerns with professionalism and strong problem-solving skills
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Utilize scripts, policies, and training resources to ensure effective communication and regulatory compliance
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Process payments, update account balances, and assist with account adjustments when necessary
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Meet or exceed daily, weekly, and monthly collection and performance goals in a fast-paced environment
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Collaborate with internal departments (loan servicing, underwriting, or customer service teams) to resolve complex account issues
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Provide excellent customer service while maintaining a firm but respectful approach to collections
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Ensure compliance with all applicable laws, regulations, and company policies related to collections and customer communications