In a previous role, I encountered a client who was consistently late on payments and initially refused to communicate. I scheduled a face-to-face meeting to understand their financial situation better. After discussing their challenges, I negotiated a revised payment plan that aligned with their cash flow, ensuring they could meet their obligations without further financial strain. This approach not only resolved the issue but also maintained a positive relationship with the client.

I prioritize tasks based on the age of the debt and the likelihood of recovery. Accounts with older debts and higher balances are addressed first, as they pose a greater risk to the company. I also consider the client's payment history and current financial situation to tailor my approach. Using a CRM system helps me track and manage these priorities efficiently.

I focus on clear communication and empathy. I ensure clients understand the importance of timely payments and the impact of late payments on their credit. Offering flexible payment options, such as installment plans, can also improve compliance. Regular follow-ups and maintaining a professional yet understanding demeanor help build trust and encourage clients to meet their obligations.

I remain calm and professional, actively listening to their concerns without interrupting. I acknowledge their frustrations and seek to understand the root cause of their behavior. By offering solutions and showing empathy, I can de-escalate the situation. If necessary, I escalate the issue to a supervisor while ensuring the client feels heard and valued.

I have extensive experience with collection software like Collect! and Salesforce. These tools help me manage client accounts, track payment histories, and automate follow-ups. I also use Excel for detailed analysis and reporting. My proficiency in these tools allows me to streamline the collections process, improve efficiency, and ensure accurate record-keeping.