Managed inbound and outbound calls to customers with delinquent credit card accounts, focusing on early- and late-stage collections. We assessed customers' financial situations and worked to negotiate repayment solutions, including payment arrangements, settlements, or hardship programs. Educated customers on the impact of non-payment and provided support to help them get back on track while maintaining a respectful and empathetic tone. Maintained accurate and detailed records of customer interactions, payment agreements, and follow-up activities using internal systems and ICS software.
