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We are looking for a motivated Resolution Expert to join a growing team in Rochester, New York. This position focuses on speaking directly with consumers to address account concerns, arrange practical repayment solutions, and deliver a detail-oriented customer experience. The ideal candidate is confident on the phone, comfortable working in a fast-paced environment, and able to balance empathy with accountability while managing a high volume of daily interactions.
Responsibilities:
• Handle a large number of daily consumer calls, with a primary focus on outbound outreach while also responding to inbound inquiries.
• Speak with customers to review account status, answer questions, and guide conversations toward timely resolution.
• Set up and negotiate payment arrangements that align with company guidelines and individual customer situations.
• Document interactions accurately and maintain detailed account records throughout the collections process.
• Identify accounts that require additional review and route them for legal action, dispute investigation, or bankruptcy processing when appropriate.
• Use sound judgment to de-escalate concerns, overcome objections, and move accounts toward resolution.
• Manage conversations effectively across multiple accounts while meeting productivity and quality expectations.
• Work with internal leadership and team processes to support efficient account recovery and consistent customer communication.
• Previous experience in collections, customer service, sales, or another phone-based customer-facing role is preferred.