Customer Service Agent – Collections

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.