Customer Service Agent – Collections

Responsibilities

• Handle inbound and outbound calls regarding overdue accounts and payment arrangements
• Negotiate payment plans and settlements in line with company guidelines
• Educate customers on account status, billing details, and available payment options
• Maintain accurate and detailed records of all customer interactions in CRM systems
• Meet or exceed collections and performance targets
• Ensure compliance with regulatory requirements and internal policies
• Provide basic troubleshooting on a variety of products and services

Requirements

• High school diploma or equivalent
• 1–3 years of experience in customer service or collections
• Strong negotiation and persuasion skills
• Proficiency in CRM systems and Microsoft Office tools
• English level B2 or higher
• Excellent verbal and written communication skills
• Ability to multi-task across several applications

Preferred Qualifications

• BPO experience
• Experience in financial services, telecom, or utilities collections
• Knowledge of skip tracing tools or techniques
• Familiarity with dialer systems and omnichannel support

About the Company

Sutherland is a global provider of digital transformation and customer experience solutions, helping businesses optimize their operations through professional service delivery.