US 3rd Party Collections Process

Key Responsibilities:

• Make outbound calls to customers with delinquent accounts (auto-dialer or manual).
• Negotiate repayment plans, settlements, or one-time payments within client guidelines.
• Follow FDCPA and client-specific compliance policies during all interactions.
• Update and maintain accurate notes and account statuses in the system (CRM/collections software).
• Achieve monthly collection targets, call volume, and quality KPIs.
• Skip-trace consumers using available tools if contact details are invalid.
• Handle disputes or validation requests professionally and escalate when necessary.
• Maintain a high level of professionalism and empathy while dealing with consumers.
• Adhere to call handling scripts and compliance protocols strictly.

Required Skills & Qualifications:

• Education: Minimum HSC (12th Pass); Graduates preferred
• Experience: 13 years in a US collections process (3rd party preferred)
• Communication: Excellent verbal communication in fluent English (US accent preferred)
• Knowledge: Familiarity with FDCPA and US debt collection laws (mandatory)
• Computer Skills: Proficiency in CRM systems and basic MS Office
• Others: Strong negotiation, persuasion, and objection-handling skills