• Collect payments to reduce overall portfolio delinquency according to investor, state and federal guidelines • Participate in outbound dialer campaigns and comply with agreed upon telephone standards, investor rules and regulations, compliance criteria, internal policies and guidelines, and best practices • Provide outstanding customer service and demonstrate ability to de-escalate as required • Demonstrate patience and professionalism when interacting with consumers via phone, email, or letter • Assess reason(s) for delinquency in order to provide shortest path to a performing loan by obtaining the required knowledge to discuss workout options • Participate in initial and ongoing training and adapt to changes in industry regulations and processes • Perform other duties as assigned