Description
Analyze and manage delinquent account portfolios to drive recoveries and reduce risk. Use data and customer outreach to resolve past-due balances, set repayment plans, and ensure accurate posting. Prepare reports for credit decisions, coordinate escalations such as repossession or service disconnection, and maintain compliant records of collection activity.
- • Monitor and analyze overdue accounts using CRM, billing, and analytics tools.
- • Receive and reconcile payments; ensure timely, accurate posting to accounts.
- • Document customer financial status, risk indicators, and collection actions.
- • Contact customers via phone, email, or text to resolve delinquent balances.
- • Diagnose reasons for delinquency and review contract, billing, or service terms.
- • Propose and set up repayment plans based on ability to pay and policy.
- • Negotiate settlements or credit extensions within approval limits.
- • Develop and execute contact strategies and campaigns to improve cure rates.
- • Validate and update customer contact information using skip-trace resources.
- • Escalate nonresponsive accounts; prepare files for credit, legal, or repossession/service disconnection.
- • Answer account inquiries and resolve discrepancies, disputes, or chargebacks.
- • Maintain accurate notes, correspondence, and status reports for each account.
- • Produce dashboards and reports on DSO, aging, roll rates, and recovery KPIs.
- • Recommend process and policy improvements based on data insights.
- • Ensure compliance with FDCPA, FCRA, TCPA, and internal controls.
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Financial Services
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Tasks & skills:
O*NET occupational data (work activities, skills, knowledge).
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Last reviewed: Jan 2026
