Conduct outbound calls to provide a warm welcome to our customers
Handle inbound and outbound follow-up calls supporting customer experience across payments, escrow, and account inquiries
Deliver a high-quality, consistent customer experience across all interactions
Proactively manage early-stage delinquency (0–29 DPD) accounts
Apply critical thinking to solve complex customer issues
Assisting the borrower with the steps in making loan payments.
Adapt to changing policy and procedures
Utilize learning materials in real-time during calls
Identify opportunities to improve processes and customer journey
Meet and/or exceed team, quality, and customer experience goals

Associate - Collections Consultant