Call Center Representative

Role Overview

• Make outbound collection calls and handle inbound calls, emails, and messages in accordance with approved scripts and compliance guidelines.
• Negotiate payment arrangements, process payments, and secure promises to pay within authorized limits.
• Accurately verify debtor identity and account details.
• Document all interactions, agreements, and follow-ups in the case management system (CRM).
• Provide all required disclosures in compliance with the FDCPA and California state regulations.
• Escalate legal, complex, or sensitive accounts to senior staff when necessary.
• Meet or exceed productivity, quality, and compliance metrics.
• Maintain strict confidentiality and proper handling of sensitive information.
• Actively participate in training sessions, coaching, and team meetings.

Requirements

• Advanced English proficiency (spoken and written) – Bilingual required.
• 1–2 years of collections experience (preferred) OR experience in call center, customer service, or sales roles.
• Strong negotiation and persuasion skills.
• Excellent verbal and written communication skills.
• High stress tolerance and ability to perform under pressure (critical for this role).
• Basic computer skills with the ability to quickly learn CRM or case management systems.
• Reliable high-speed internet connection and a quiet home workspace.
• High school diploma required (some college or completed degree is a plus).