Key Responsibilities Collections: Make outbound calls to customers with overdue payments. Explain account status and negotiate payment arrangements. Update account records accurately after every interaction. Follow up on promises to pay and ensure timely recovery. Adhere to FDCPA and client-specific compliance regulations. Customer Service: Handle inbound calls regarding billing, account status, disputes, and service-related issues. Provide first-call resolution and ensure customer satisfaction. De-escalate issues professionally and transfer to appropriate teams when necessary.