The
Collection Specialist (CSR) is responsible for contacting customers with past-due accounts to secure payment while maintaining a professional and customer-focused approach. The role involves negotiating payment arrangements, resolving billing concerns, and ensuring compliance with company policies and regulatory guidelines. The ideal candidate has strong communication, negotiation, and problem-solving skills while maintaining excellent customer service standards.
Key Responsibilities
- Contact customers via outbound and inbound calls to discuss overdue accounts and payment options.
- Negotiate payment arrangements and settlements in accordance with company policies.
- Provide accurate information regarding account balances, payment options, and due dates.
- Handle customer concerns, disputes, and inquiries professionally and efficiently.
- Document all collection activities and customer interactions in the system.
- Ensure compliance with regulatory requirements and collection laws (e.g., FDCPA or applicable regulations).
- Meet or exceed daily, weekly, and monthly collection targets and KPIs.
- Maintain confidentiality of customer information at all times.
- Escalate complex or unresolved cases to supervisors when necessary.
- Deliver excellent customer service while maintaining professionalism in difficult conversations.
Qualifications
- At least High School Graduate or Senior High School Graduate; Bachelor's degree preferred.
- 1–2 years of experience in collections, customer service, or call center environment preferred.
- Experience in banking, financial services, or credit/collections accounts is an advantage.
- Strong communication, negotiation, and problem-solving skills.
- Ability to handle difficult conversations and maintain professionalism under pressure.
- Basic knowledge of collections processes, billing, and payment arrangements is a plus.
- Proficient in MS Office and CRM systems.
- Willing to work shifting schedules, weekends, and holidays if required.
