We are seeking a Customer Service Agent with experience in collections to manage inbound and outbound customer interactions related to outstanding balances. The role requires a balance between customer experience and revenue recovery, ensuring compliance with company policies and local regulations while maintaining a high level of professionalism and empathy.

KEY RESPONSIBILITIES

• Handle inbound and outbound calls to customers regarding overdue accounts and payment arrangements.

• Negotiate payment plans and settlements in line with company guidelines.

• Educate customers on account status, billing details, and available payment options.

• Maintain accurate and detailed records of all customer interactions in CRM systems.

• Meet or exceed collections and performance targets (e.g., recovery rate, promise-to-pay kept).

• Ensure compliance with regulatory requirements and internal policies (e.g., FDCPA or local regulations).

• Escalate complex or sensitive cases to the appropriate department when necessary.

• Deliver a positive customer experience while achieving collection objectives.

KEY PERFORMANCE INDICATORS (KPIs)

• Collections / Recovery Rate

• Promise-to-Pay (PTP) Conversion & Kept Rate

• Average Handle Time (AHT)

• Quality Assurance (QA) Score

• Customer Satisfaction (CSAT)

• Compliance Adherence

REQUIREMENTS

• High school diploma or equivalent (technical or professional studies preferred).

• 1–3 years of experience in customer service or collections (BPO experience preferred).

• Strong negotiation and persuasion skills.

• Ability to handle difficult conversations and objections professionally.

• Basic financial understanding (billing, payments, delinquency cycles).

• Proficiency in CRM systems and Microsoft Office tools.

• English level: B2 or higher (for bilingual roles).

COMPETENCIES

• Communication & Active Listening

• Emotional Intelligence & Empathy

• Resilience and Stress Management

• Problem Solving & Decision Making

• Attention to Detail

• Results Orientation

PREFERRED QUALIFICATIONS

• Experience in financial services, telecom, or utilities collections.

• Knowledge of skip tracing tools or techniques.

• Familiarity with dialer systems and omnichannel support (voice, SMS, email).

WORK CONDITIONS

• Flexible shifts, including weekends if required.

• High-volume, performance-driven environment.

• Incentive-based compensation tied to collections performance (if applicable).

WHY JOIN US

• Competitive salary and performance incentives

• Career growth opportunities within operations

• Continuous training and development programs

• Dynamic and collaborative work environment

Consultants in this role get to: Be the point of contact: Develop outstanding customer service skills. Sit in on multiple simultaneous live chat sessions to provide exceptional customer service. Answer inbound Calls. Provide basic troubleshooting on a variety of products and services.

Our most successful candidates will have: - A High School diploma or GED - Excellent verbal and written communication skills; proficient reading skills - Multi-tasking skills, showcased through the use of several applications (experience working with CRM applications preferred) - Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience - Proven customer service skills

All your information will be kept confidential according to EEO guidelines.