· Reaching out to customers with overdue accounts via phone calls to inform them about their outstanding balance and payment due dates.
· Analyzing customer accounts to understand the debt amount, payment history, and any relevant details before making contact.
· Clearly explaining the consequences of non-payment and attempting to establish a payment plan that suits the debtor's financial situation.
· Engaging in discussions with debtors to negotiate payment terms, including instalment plans, partial settlements, or extended deadlines.
· Addressing customer concerns and objections regarding the debt, providing clear explanations and attempting to resolve disputes.
· Accurately documenting all interactions with debtors, including payment promises, agreed-upon terms, and any relevant details in the CRM system (feedback & trail upload).
· Referring difficult cases to relevant manager or department.
· Following established escalation procedures.
Ensuring all collection activities comply with relevant laws and regulations regarding debt collection practices.