Collections Call Center Agent

Advanced Personnel Resources is seeking a professional, empathetic, and results-oriented Collections Call Center Agent for a new opportunity with our client in Greensboro. In this role, you will communicate with customers regarding past-due accounts, explain available resolution options, negotiate payment arrangements within approved guidelines, and document every interaction accurately.

The ideal candidate is comfortable working in a high-volume call-center environment, can remain calm during difficult conversations, and balances collection performance with respectful, compliant customer service. Collections agents commonly manage inbound and outbound calls, negotiate arrangements, update account records, resolve disputes, and work toward call-quality and recovery goals.

What you’ll do

• Make and receive a high volume of calls regarding past-due customer accounts.
• Verify customer information and discuss account balances, payment history, and available repayment options.
• Negotiate payment arrangements, settlements, and other account resolutions in accordance with company policy and authorized guidelines.
• Process payments securely by approved methods and confirm arrangements with customers.
• Listen carefully to customer concerns, identify barriers to payment, and offer appropriate solutions or escalation paths.
• Investigate billing discrepancies, disputes, and account questions; coordinate with internal departments when needed.
• Maintain complete, accurate, and timely notes for every call, payment, promise to pay, dispute, and follow-up activity in the collections system or CRM.
• Meet established performance standards for call volume, right-party contacts, payment commitments, recoveries, quality assurance, attendance, and customer experience.
• Follow all applicable federal, state, and local debt-collection requirements, privacy rules, call-handling procedures, and company policies.
• Escalate complaints, potential compliance concerns, disputed accounts, fraud indicators, bankruptcy notices, attorney representation, deceased-account notifications, and other exceptions to the appropriate team.
• Maintain a respectful, solution-focused, and professional approach in every customer interaction.

What you’ll bring

• High school diploma, GED, or equivalent.
• At least 1–2 years of experience in collections, customer service, call center operations, or account resolution.
• Strong verbal communication, active listening, negotiation, and de-escalation skills.
• Ability to communicate with empathy while confidently requesting payment and working toward an account resolution.
• Comfort handling sensitive financial conversations and challenging customer interactions.
• Strong attention to detail and the ability to document conversations accurately while navigating multiple systems.
• Basic computer proficiency, including data entry, email, Microsoft Office or Google Workspace, CRM platforms, and collections software.
• Ability to work independently while contributing positively to a team-based, metric-driven environment.
• Dependable attendance and flexibility to work assigned shifts, which may include evenings or weekends depending on business needs.
• Bilingual ability in Spanish is a plus (but not required).