Customer Service Collections

Qualification Required:

• Manage collections and maintain accurate, up-to-date account records through proactive phone and email communication with customers.
• Evaluate customers’ payment capacity and propose appropriate payment solutions.
• Document interactions, agreements, and payment arrangements with precision in company systems.
• Act as the primary point of contact for collection-related inquiries and issue resolution.
• Analyze account data using business processing software to ensure accuracy, compliance, and timely updates.
• Identify, review, and correct misapplied payments within accounting systems.
• Recommend escalations to management when advanced collection actions are necessary.

Roles and Responsibilities:

General Finance and Accounting:

• Submit customer requests for reports, statements, and forms to internal processing teams.
• Analyze financial and operational information using business processing software.
• Keep team leads, managers, and directors informed of work status, trends, and emerging issues.

Computers / Software:

• Utilize computer systems and software packages to input, access, modify, store, and output information.
• Enter and retrieve data accurately using keyboard, mouse, or trackball.
• Prepare letters, memos, reports, and other business documents using word processing, spreadsheet, database, and presentation software.

Communication:

• Monitor and respond promptly to inbound communications from customers, clients, and internal stakeholders via email, voicemail, and other channels.
• Communicate with customers and colleagues using clear, professional, and appropriate language.
• Prepare, review, and edit written documents (e.g., logs, reports, business correspondence) to ensure accuracy, completeness, and professionalism.
• Collaborate effectively with colleagues through active listening and clear information exchange.

Technical Expertise:

• Customer Service — Roles include Associate, Senior Associate, Executive, and Subject Matter Expert (SME).

Required Skills:

• Customer Service experience.
• Collections experience.
• Mortgage industry experience (preferred).
• English proficiency: 85%.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook).