• Conduct outbound calls to customers behind on home loan payments with professionalism and empathy. • Assess customers' financial situations and collaborate to find suitable solutions. • Utilize negotiation skills to establish payment plans while adhering to policies. • Document all customer interactions and agreements for compliance. • Educate customers on the importance of timely payments and available resources. • Resolve customer concerns and maintain a positive, professional relationship. • Provide updates on collection efforts, identifying trends and recommending improvements.