Production Agent / Collection Specialist

We are looking for a customer-focused and results-driven Customer Service Representative (CSR) with hands-on experience in collections operations. The successful candidate will be responsible for handling customer interactions, managing collection activities, resolving account-related concerns, and ensuring professional and compliant customer service.

Candidates must have actual collections experience under a Collections Line of Business (LOB). Experience in a general Customer Service LOB where collections-related concerns were only part of the calls will not be considered as equivalent collections experience.

Key Responsibilities

• Handle inbound and/or outbound customer interactions related to collections and account resolution.
• Communicate professionally with customers regarding outstanding balances, payment arrangements, account status, and other collections-related concerns.
• Assess customer situations and provide appropriate payment or resolution options in accordance with established policies.
• Negotiate payment arrangements while maintaining a customer-focused and professional approach.
• Ensure accurate documentation of customer interactions, payment commitments, and account updates.
• Follow established collections procedures, policies, quality standards, and applicable compliance requirements.
• Protect customer information and maintain confidentiality throughout all interactions.
• Resolve customer concerns efficiently while maintaining a positive customer experience.
• Meet established performance targets related to productivity, quality, collections effectiveness, attendance, and service levels.
• Escalate complex or sensitive account concerns to the appropriate team or support function.
• Maintain accurate and complete records of all customer transactions and interactions.
• Participate in coaching, training, and performance improvement activities as required.
• Perform other customer service and collections-related responsibilities as assigned.

Qualifications

• At least 1 year of collections experience is required.
• Candidates must have experience working specifically under a Collections LOB, rather than general customer service.
• Experience in a Contact Center/BPO or shared services environment is preferred.
• Strong verbal and written communication skills.
• Strong negotiation, problem-solving, and customer handling skills.
• Ability to handle challenging customer conversations professionally.
• Good attention to detail and ability to accurately document transactions.
• Ability to meet performance targets in a fast-paced environment.
• Willing to work on shifting schedules, including nights, weekends, and holidays, depending on business requirements.