Customer Service Rep/Collections Agent

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Located in Johnson City, TN

Salary: $16.50

Customer Service Representative / Collections Agent

Schedule: Monday – Friday | 8:00 AM – 5:00 PM

Position Overview:
The Customer Service Representative / Collections Agent is responsible for managing customer accounts, providing exceptional service, and ensuring timely collection of payments on loans or outstanding balances. This role serves as a liaison between the company and customers, working to resolve account issues while maintaining professionalism and compliance with company and regulatory standards.

Key Responsibilities:

  • Contact customers via phone, email, and written correspondence to address past-due accounts and secure payments
  • Handle inbound and outbound calls to assist customers with account inquiries, payment processing, and loan servicing needs
  • Negotiate payment arrangements, settlements, or repayment plans based on account status and company guidelines
  • Maintain accurate records of all customer interactions, payment agreements, and account updates in the system
  • Review delinquent accounts and follow up consistently to ensure resolution and minimize financial loss
  • Resolve billing discrepancies, disputes, and account concerns with professionalism and strong problem-solving skills
  • Utilize scripts, policies, and training resources to ensure effective communication and regulatory compliance
  • Process payments, update account balances, and assist with account adjustments when necessary
  • Meet or exceed daily, weekly, and monthly collection and performance goals in a fast-paced environment
  • Collaborate with internal departments (loan servicing, underwriting, or customer service teams) to resolve complex account issues
  • Provide excellent customer service while maintaining a firm but respectful approach to collections
  • Ensure compliance with all applicable laws, regulations, and company policies related to collections and customer communications

Key Skills & Qualifications:

  • Strong communication and negotiation skills
  • Ability to handle difficult conversations professionally
  • Customer-focused mindset with attention to detail
  • Proficiency in computer systems, CRM tools, and data entry
  • Ability to multitask and manage a high volume of accounts
  • Prior experience in customer service, collections, or lending/financial services preferred

Work Environment:

  • Fast-paced, goal-oriented office or call center setting
  • Combination of inbound customer service and outbound collections calls
  • Performance metrics may include call volume, dollars collected, and account resolution rates

Express Office: Johnson City
2909 East Oakland Avenue
Suite 103
Johnson City, TN 37601
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