Call Center Agents

Role Overview

This position sits within the company's receivables team, where you will be the primary point of contact for customers who have fallen behind on their payments. Your day-to-day focus is on making outbound calls and sending text reminders to resolve outstanding balances, while also acting as a listener who can understand a customer's financial situation and propose realistic solutions. The work matters because successful collections directly protect the company's cash flow and preserve customer relationships through respectful, firm communication rather than aggressive pressure tactics.

Key Responsibilities

• Place outbound calls to customers with overdue accounts to discuss their balance and determine the reason for non-payment.
• Negotiate mutually agreeable payment plans or lump-sum settlements that align with company policy and the customer's ability to pay.
• Respond to inbound inquiries from customers regarding their statements, payment history, and available repayment options.
• Send proactive reminders for upcoming due dates and follow-up messages for missed payments via phone call and SMS.
• Document every customer interaction accurately in the collections system, including promises to pay, disputes, and contact preferences.
• Escalate accounts that require legal action, write-off, or supervisor intervention after exhausting standard collection efforts.
• Provide clear, empathetic explanations of account terms so customers understand late fees, interest, and the consequences of continued non-payment.
• Meet daily and weekly targets for call volume, contact rate, and total dollars collected without compromising service quality.

Requirements & Qualifications

• Degree or diploma in Business Administration, Finance, Marketing, or a related discipline from an accredited institution.
• At least 4–6 months of hands-on experience in a call center or debt collection environment, with proven ability to handle difficult conversations.
• Solid computer literacy, including confident use of Microsoft Office (Excel, Word, Outlook) and comfort navigating CRM or collections software.
• Strong verbal and written communication skills, with the ability to explain complex financial information in plain language.
• Demonstrated negotiation ability and a customer-service mindset, even when dealing with frustrated or evasive debtors.
• High attention to detail for accurate record-keeping, payment calculations, and compliance with data protection guidelines.
• Resilience and emotional control, because the role involves frequent rejection, pushback, and emotionally charged interactions.