Collections & Recovery Representative

About the role:

• In the role of a Collections & Recovery Representative, you will be responsible for resolving customer balances.
• This requires contacting customers and applying empathy and respect while effectively negotiating to find solutions.
• A key to success in this position is the ability to confidently and proficiently manage difficult customers through challenging situations.

Responsibilities:

• Communicate with customers regarding severely overdue loan payments, explaining the impact of delinquency while working to resolve balances through full payment or structured payment plans.
• Manage high-volume inbound and outbound calls using manual and automated dialing systems to contact delinquent account holders nationwide.
• Process payments via check-by-phone, debit card, or provide instructions for mailed payments.

Requirements:

• 2 or more years of third-party or late-stage first-party collections experience, preferably in a call center environment.
• Strong phone communication and active listening skills, with the ability to provide clear, assertive solutions to customers.
• Experience using collection systems and automated dialers while navigating multiple computer systems and talking/typing simultaneously.