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

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