Call Center (Remote)

About the Role

The Call Center Collections Representative is responsible for communicating with customers regarding overdue accounts, negotiating repayment solutions, maintaining accurate account records, and ensuring compliance with debt collection regulations. This role requires strong communication, negotiation, and problem-solving skills while delivering professional and empathetic customer service in a fast-paced contact center environment.

Responsibilities

• Contact customers via phone and email regarding overdue accounts.
• Discuss outstanding balances and available payment options.
• Build positive customer relationships through respectful and solution-focused communication.
• Handle customer inquiries professionally and empathetically.
• Explain payment arrangements and collection procedures clearly.
• Deliver exceptional customer service while maintaining collection objectives.
• Negotiate realistic repayment plans and settlement agreements.
• Work with customers to identify suitable payment solutions.
• Follow up on missed payments and broken payment commitments.
• Resolve account issues while maintaining positive customer relationships.
• Encourage timely payments through effective communication techniques.
• Support customers in achieving mutually beneficial resolutions.
• Update customer payment statuses and account information accurately.
• Document all customer interactions and collection activities.
• Maintain organized and detailed account records.
• Process account updates promptly within company systems.
• Ensure all documentation meets internal quality standards.
• Maintain confidentiality when handling sensitive customer information.
• Ensure collection activities comply with company policies.
• Follow applicable debt collection laws and regulatory requirements.
• Maintain accuracy in all collection and documentation processes.
• Meet daily and monthly collection performance goals.
• Demonstrate professionalism while handling challenging customer situations.
• Contribute to operational efficiency and service quality improvements.

Qualifications

• Must be at least 18 years of age.
• High school diploma or GED.
• Bilingual in English and Spanish.
• Strong negotiation and conflict-resolution skills.
• Excellent verbal and written communication skills.
• Able to remain calm, professional, and empathetic under pressure.
• Strong organizational and documentation skills.
• Able to meet performance goals in a fast-paced environment.
• Authorization to work in the country where the position is based.
• Ability to successfully complete required background/security investigations and drug screening, where applicable.

Preferred Skills

• Previous experience in collections.
• Experience in customer service or call center environments.
• Familiarity with debt collection laws and industry best practices.
• Experience working with customer account management systems.
• Strong problem-solving and relationship-building abilities.