Handle inbound and outbound calls with small business customers regarding overdue payments. Negotiate payment solutions, help customers resolve delinquent accounts, respond to email inquiries, maintain accurate interaction records, move loans toward current status, and comply with collection laws and legal practices.

Lead and manage Small Business collections operations across early, mid, and late stages. Oversee senior leads, leads, and representatives; set goals, execute strategies, identify process improvements, coach staff, and partner with cross-functional teams to balance collections with customer relationships and regulatory compliance.