TITLES COVERED

Titles covered under this job description: any employee working 1st Party Accounts Receivable - ‘Collection Representative’, ‘Customer Service Agent’, ‘CS Agent’, Collection Agent’, ‘Agent’, and ‘Client Service Representative’.

The job description will remain the same for all levels of CSR, except for the Required Education and Experience and Additional Eligibility Requirements sections. Titles such as ‘Senior Collection Service Representative’, ‘CSR II’, or ‘Agent III’ will use this same job description but with elevated experience requirements.

OBJECTIVE

PRIMARY JOB DUTIES
- Work in assigned queue or worklist with goal of meeting daily targets of at least 150 outbound calls placed each day; specific targets may change based on client assignment and/or client expectations
- Meet established internal quality objectives including Monthly Account Audits and Call Quality Reviews, including client specific metrics related to call or quality measures




- Meet performance and maintain productivity requirements each day as based on time gap or other reporting

SECONDARY JOB DUTIES
- Uphold and utilize a professional and courteous tone and language at all times
- Advise customers of open receivables to obtain payment status, timeline of payments, or address any issues preventing payment
- Use client-specific systems to review and research additional account details
- Provide invoices or other related documentation to account holders
- Continuously seek to improve business knowledge, quality assurance scores, and other metrics (e.g. volume of calls, activities, accounts worked per day)- Take ownership of any assigned accounts in queue and/or work in group queue as needed
- Work cohesively in a team to participate on special projects or initiatives as directed
- Meet regularly with Supervisor for performance review and coaching sessions
- Continuously seek opportunities for process improvement and propose ideas
- Foster effective communication and collaborati

📌 Collection Service Representative (Antioquia)
🏢 Cadex
📍 Antioquia