• Review and analyze delinquent accounts to determine the best course of action for resolution. • Contact clients via phone and email to discuss their accounts and provide solutions for repayment and long term goals. • Negotiate repayment plans with clients in a professional and empathetic manner. • Document all interactions and agreements with clients in the company’s system accurately and promptly. • Conduct skip tracing activities to locate hard-to-reach or unresponsive customers using various investigative tools and techniques. • Monitor accounts to ensure compliance with agreed-upon payment plans. • Collaborate with internal departments, such as Customer Service and Special Handling, to resolve complex account issues. • Maintain up-to-date knowledge of company policies, procedures, and regulatory requirements related to account resolution. • Provide excellent customer service and support to clients throughout the resolution process. • Identify and escalate unresolved issues to the Operations Manager when necessary. • Participate in team meetings and training sessions to stay informed about industry trends and updates.