Associate Advisor, Revenue Protection

Job description

Job Summary: Manages inbound and outbound customer interactions—via phone, email, chat, and mail—focused on collections and payment processing, while maintaining flexibility to work evenings and weekends as needed. Job Description: Handles inbound and outbound customer calls to process payments and collect overdue balances, ensuring timely transactions and improved customer experience. Responds to customer inquiries across written channels—including email, mail, chat, and social media—to resolve issues promptly and maintain positive engagement. Utilizes CC&B and related applications to assist customers efficiently and ensure accurate account management. Supports the Customer Experience contact center during peak volumes to maintain service continuity and customer satisfaction. Negotiates payment arrangements and account resolutions to reduce delinquent balances and secure revenue. Communicates escalations clearly to customers during complex calls to manage expectations and ensure transparency. Identifies and contributes to creative solutions that reduce complaints and strengthen revenue protection. Follows established company policies, procedures, and standards to ensure full compl...