POSITION:
As a Soft Collections Agent, you will engage with customers through live calls to address their inquiries, resolve issues, and provide troubleshooting assistance. Your role on the front line of customer service is crucial, requiring you to communicate effectively and empathetically with customers. Excellent speaking, reading, and customer service skills are essential to ensure positive and supportive interaction, helping customers manage their accounts and find amicable solutions.

ESSENTIAL FUNCTIONS:
▪ Utilize Computer Technology: Efficiently handle high call volumes using advanced computer systems.
▪ Stay Updated: Remain informed about all products and services offered by our client by regularly checking for updates. This ensures you can assist customers as effectively as possible.
▪ Develop Customer Service Solutions: As the first point of contact, observe and track general patterns and trends when communicating with customers. Provide suggestions for improving customer service based on these observations.
▪ Negotiate Payment Plans: Work with customers to negotiate and establish reasonable payment plans that accommodate their financial situations while meeting company guidelines.
▪ Monitor Account Status: Regularly review and monitor customer accounts to identify overdue payments and take appropriate actions. ▪ Educate Customers: Inform customers about the benefits of timely payments and the consequences of delinquency in a respectful and non-threatening manner.

PREREQUISITES:
▪ Language Skills: Verbal and written fluency in both English and Spanish.
▪ Experience in collections or a related field
▪ Written and Verbal Communication Skills: Ability to communicate effectively and clearly, with excellent grammar skills.
▪ Customer Service Skills: Demonstrated experience in providing exceptional customer service.
▪ Patience and Positivity: Capability to address customers in a patient and positive manner, even when facing complex problems or difficult questions.
▪ Problem-Solving: Ability to find solutions calmly and efficiently, even when dealing with impatient or disgruntled customers.