Soft Collections

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