Collection Agent

About the role

You will own the full lifecycle of outbound collections interactions, driving account resolution through respectful and professional phone conversations. You will verify and update customer account details while adhering strictly to regulatory compliance and company standards on every call. This role requires you to negotiate payment arrangements, obtain payment information, and document all call activities with precision and accuracy. You will consistently evaluate account status and determine the best path toward returning the customer to good standing. Your performance will directly impact key recovery metrics through proactive and solution-focused communication. You will utilize critical thinking and strong judgment to handle unique account situations effectively. Success in this role depends on your ability to multitask, manage call quality, and meet established performance standards. You will serve as a key representative of the company, maintaining a courteous and professional demeanor at all times.

Key facts

What you'll do

• Initiate outbound calls to customers with past due accounts to recover unpaid revenue.
• Verify account information during each interaction and update records in real time as changes occur.
• Negotiate payment options and terms based on company loan agreements and customer circumstances.
• Document call details, decisions, and commitments with accuracy and attention to procedural standards.
• Comply with FDCPA regulations and all applicable state legal requirements during every customer contact.
• Assess account status and determine appropriate next steps to move the customer toward good standing.
• Obtain debit or credit card data from customers and ensure it is securely saved in the customer record.
• Meet and exceed established collections performance standards and call quality score targets.
• Identify and escalate complex account issues when resolution requires additional support or review.
• Balance high call volume with quality interactions to achieve individual and team productivity goals.
• Monitor call patterns and outcomes to support continuous improvement in collections strategies.
• Collaborate with internal teams to resolve discrepancies and validate account information as needed.
• Adapt communication style to match customer preferences while maintaining a professional tone.
• Track personal metrics and review performance feedback to sustain high productivity levels.

Requirements

• Hold a high school diploma or equivalent credential such as a GED.
• Possess a minimum of 6 months of phone-based collections, customer service, or sales experience.
• Demonstrate prior call center collections experience, which is considered a plus.
• Have hands-on data-entry experience and familiarity with digital record-keeping systems.
• Show strong decision-making capabilities and the ability to negotiate favorable outcomes.
• Maintain attention to detail while managing multiple tasks and priorities simultaneously.
• Exhibit flexibility in work scheduling to accommodate early morning, evening, and weekend shifts.
• Comfortably work within a Microsoft Windows-based environment and use standard office software.
• Adhere to ethical guidelines and legal regulations governing collections activities.
• Communicate clearly and professionally with customers over the phone in all situations.
• Thrive in a fast-paced call center environment while maintaining composure under pressure.
• Willingness to obtain and handle sensitive payment information with care and confidentiality.
• Commitment to following established call scripts, compliance rules, and quality benchmarks.

Nice to have

• Previous experience in a collections environment where call quality and compliance were emphasized.
• Familiarity with customer relationship management tools and performance dashboards.
• Background in negotiating payment plans or resolving past due accounts remotely.
• Experience working in a role that balances high call volume with strict quality standards.
• Knowledge of best practices for documenting customer interactions in regulated industries.

Practical notes

The work schedule includes early morning shifts starting at 8 a.m. and evening shifts extending to 9 p.m. Flexibility to work Saturdays is currently required, with potential for Sunday shifts in the future. This role operates within a call center environment and may require adherence to specific attendance and performance expectations.