Collections Representative

Fusion CX is looking for a motivated, results-driven, and customer-oriented Collections Representative to join our team in Medellín. The ideal candidate will be responsible for contacting customers regarding outstanding balances, negotiating payment arrangements, and helping customers resolve their accounts while maintaining a professional and positive customer experience.

The successful candidate must have excellent communication and negotiation skills, strong attention to detail, and the ability to meet collection targets in a fast-paced BPO environment.

Key Responsibilities

• Contact customers via inbound and outbound calls to follow up on outstanding balances and overdue accounts.
• Communicate account information clearly and professionally while maintaining a customer-focused approach.
• Negotiate payment arrangements and establish realistic repayment plans based on customer circumstances and company policies.
• Meet daily, weekly, and monthly collection targets and performance KPIs.
• Maintain accurate and up-to-date records of customer interactions, payment commitments, and account status in the relevant systems.
• Handle customer questions, disputes, and payment-related concerns professionally.
• Follow established collection procedures, company policies, and applicable regulations.
• Identify opportunities to improve collection rates and reduce delinquent accounts.
• Escalate complex cases or disputes to the appropriate department when necessary.
• Protect confidential customer information and ensure compliance with data privacy requirements.
• Collaborate with team leaders and other departments to achieve operational goals.

Qualifications and Requirements

• Previous experience in collections, customer service, sales, or a related BPO.
• Strong verbal communication, negotiation, and problem-solving skills.
• Ability to handle objections and difficult conversations professionally.
• Results-oriented mindset with the ability to meet performance goals.
• Basic computer skills and familiarity with CRM systems.
• Strong organizational skills and attention to detail.
• Ability to work in a fast-paced, target-driven environment.
• English proficiency requirements will depend on the assigned campaign.

What We Offer

• Opportunity to grow professionally within Fusion CX.
• Training and ongoing development.
• A dynamic and collaborative work environment.
• Performance-driven culture with opportunities to achieve operational goals.

Join Fusion CX and become part of a team committed to delivering excellent customer experiences and outstanding results.