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.