Collections Specialist

Resolution Expert

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.