Pre-Delinquency Contact Center Agent
Core
Manages delinquent and high-risk accounts by executing loss mitigation strategies, providing collections-related sales and service, and advising customers on payment solutions to minimize bank losses.
Role type
Senior IC collections specialist (pre-delinquency)
Builds
Collections solutions and payment strategies for non-performing and high-risk accounts
Domain
Banking / Consumer Collections
Required skills
Loss mitigation, customer relationship management, payment strategy advice, data analysis, report generation, process improvement, negotiation, regulatory compliance knowledge, risk management, stakeholder collaboration
Preferred skills
Credit qualification knowledge, competitive marketplace trends, training program development, creative problem solving
Technologies
Collections systems, reporting dashboards, CRM tools
Responsibilities
Review and evaluate delinquent accounts for collection opportunities, execute loss mitigation processes, handle escalated customer requests, integrate marketing promotions, analyze data to determine collection probability, develop action plans to maximize recovery, manage transactions and refer complex cases, support continuous improvement initiatives.
Seniority
Mid-Senior, hands-on IC
