A Soft Collections Representative is responsible for contacting customers with overdue accounts using a friendly, empathetic, and customer-focused approach. The primary goal is to recover outstanding payments while maintaining a positive customer experience and protecting the company’s reputation.

Key Responsibilities:

• Make outbound reminder calls, emails, or messages to customers with past-due balances.

• Use a polite and supportive tone to understand the customer’s situation and identify reasons for non-payment.

• Offer flexible payment solutions such as payment plans, partial payments, or due-date extensions (based on company policy).

• Record all interactions and outcomes accurately in the system.

• Follow internal scripts and compliance standards.

• Escalate accounts to the Hard/Final collections team when necessary.

• Meet daily/weekly productivity and recovery targets.

Skills and Qualities:

• Strong communication and active listening skills.

• Customer service mindset with empathy and patience.

• Ability to negotiate while staying respectful and professional.

• Good organization and documentation skills.

• Basic understanding of billing, payments, and account management.

Overall Goal:
To help customers bring their accounts up to date in a non-aggressive, relationship-focused manner that builds trust and encourages future timely payment