Soft Collection Agent

OtherAgent

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Overview

Description A. Soft Collection Activities Conduct daily outbound calls reminders to customers with overdue accounts (1–27 DPD).

Technical Tools

OtherAgent

Conduct daily outbound calls reminders to customers with overdue accounts (1–27 DPD).
Provide friendly repayment reminders and inform customers about outstanding amounts, due dates, and available payment channels.
Negotiate realistic payment commitments based on customer affordability and repayment history.
Escalate non‑responsive or uncooperative customers to field collection or hard collection teams as per SOP.

Maintain positive, professional, and respectful communication with clients at all times.
Identify the reason for missed payments and provide assistance (payment options, channels, or rescheduling procedures).
Educate customers about consequences of continued non‑payment (penalties, repossession, negative credit listing).

Update all customer interactions and promises-to-pay (PTPs) accurately in the collection system.
Track broken PTPs and follow up accordingly.
Meet daily/weekly targets on number of calls, contact rate, PTP rate, and recovery amount.
Report suspicious cases or potential fraud to the supervisor.