Collections Specialist

The Collection Specialist (CSR) is responsible for contacting customers with past-due accounts to secure payment while maintaining a professional and customer-focused approach. The role involves negotiating payment arrangements, resolving billing concerns, and ensuring compliance with company policies and regulatory guidelines. The ideal candidate has strong communication, negotiation, and problem-solving skills while maintaining excellent customer service standards.

Key Responsibilities

• Contact customers via outbound and inbound calls to discuss overdue accounts and payment options.

• Negotiate payment arrangements and settlements in accordance with company policies.

• Provide accurate information regarding account balances, payment options, and due dates.

• Handle customer concerns, disputes, and inquiries professionally and efficiently.

• Document all collection activities and customer interactions in the system.

• Ensure compliance with regulatory requirements and collection laws (e.g., FDCPA or applicable regulations).

• Meet or exceed daily, weekly, and monthly collection targets and KPIs.

• Maintain confidentiality of customer information at all times.

• Escalate complex or unresolved cases to supervisors when necessary.

• Deliver excellent customer service while maintaining professionalism in difficult conversations.

Qualifications

• At least High School Graduate or Senior High School Graduate; Bachelor’s degree preferred.

• 1–2 years of experience in collections, customer service, or call center environment preferred.

• Experience in banking, financial services, or credit/collections accounts is an advantage.

• Strong communication, negotiation, and problem-solving skills.

• Ability to handle difficult conversations and maintain professionalism under pressure.

• Basic knowledge of collections processes, billing, and payment arrangements is a plus.

• Proficient in MS Office and CRM systems.

• Willing to work shifting schedules, weekends, and holidays if required.