Collect payments to reduce overall portfolio delinquency according to investor, state and federal guidelines
Participate in outbound dialer campaigns and comply with agreed upon telephone standards, investor rules and regulations, compliance criteria, internal policies and guidelines, and best practices
Provide outstanding customer service and demonstrate ability to de-escalate as required
Demonstrate patience and professionalism when interacting with consumers via phone, email, or letter
Assess reason(s) for delinquency in order to provide shortest path to a performing loan by obtaining the required knowledge to discuss workout options
Participate in initial and ongoing training and adapt to changes in industry regulations and processes
Perform other duties as assigned

High School Diploma or equivalent, required
College courses related to Finance and Accounting strongly preferred
Minimum two years' experience total in consumer relations/customer service/collections positions in a high-volume call center
A dedicated workspace with reliable high speed internet connection
Highly organized and detail oriented; ability to work in a fast-paced, metrics-driven environment required
Excellent interpersonal communication and problem-solving skills required
Ability to work in a sometimes emotionally demanding role that requires patience, professionalism and sensitivity while interacting with consumers experiencing financial and emotional stress
Ability to work weekends and overtime, as needed
General computer proficiency required
Ability to multi-task strongly recommended
Excellent verbal and written communication skills required
Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required
Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required
Commitment to company values.

Collections Agent

Key skills