Job Overview
We are seeking a motivated and detail-oriented Collection Specialist to join our U.S. campaign in a dynamic BPO environment. The role involves managing client accounts, reaching out to customers with overdue payments, and ensuring timely resolution while maintaining professionalism and positive customer relationships.
You will be responsible for handling inbound and outbound collection calls, negotiating payment arrangements, and ensuring compliance with U.S. laws and client-specific requirements.
Key Responsibilities
- Monitor assigned accounts to identify delinquent payments and take appropriate collection actions.
- Review account histories, billing records, and customer payment behavior to understand the cause of delinquency.
- Make outbound calls, send follow-ups, and communicate effectively with customers regarding overdue balances.
- Propose suitable repayment plans and encourage timely payments while maintaining a professional and empathetic tone.
- Handle billing discrepancies and resolve customer inquiries in coordination with internal teams.
- Accurately record all collection activities, call notes, and payment arrangements in the system.
- Adhere to all U.S. federal and state collection regulations, including the Fair Debt Collection Practices Act (FDCPA), Telephone Consumer Protection Act (TCPA), and Fair Credit Reporting Act (FCRA).
- Prepare and submit daily/weekly reports on collection progress, payment status, and account updates.
- Maintain strict confidentiality of customer data, following company security policies andif applicableHIPAA regulations for healthcare-related accounts.
Qualifications & Skills
- Previous experience as a Collection Specialist, Accounts Receivable Agent, or Customer Service Representative in a U.S.-based or BPO environment preferred.
- Regulatory Knowledge: Strong understanding of U.S. debt collection laws, including FDCPA, TCPA, FCRA, and HIPAA (for healthcare accounts).
Systems & Tools Proficiency:
- Familiarity with U.S. collection software such as FACS, Latitude by Genesys, CollectOne, or similar platforms.
- Experience using skip tracing tools like TLOxp or credit bureau databases (Experian, TransUnion, Equifax).
- Knowledge of CRM systems such as Salesforce, Zendesk, or Freshdesk.
- Experience with dialer systems like Five9, Noble Systems, or Genesys Cloud.
- Proficiency in MS Office Suite (Word, Excel, Outlook) and basic database navigation.
- Comfortable working in a performance-based environment with daily, weekly, or monthly collection goals.
- Soft Skills:
- Strong negotiation and persuasion skills.
- Excellent verbal and written English communication.
- Patience, resilience, and professionalism when handling difficult calls.
- Strong analytical and problem-solving abilities.