Manage customer interactions related to collections and loan and lease account support, ensuring timely, professional, and solution-oriented service. Assist customers with past-due and delinquent payments by identifying the underlying causes and providing guidance on available options to bring their accounts current. Provide clear information regarding account balances, payment due dates, transactions, and general account inquiries, helping customers better understand their financial status. Apply customer service and collections best practices to balance customer experience with effective account recovery while maintaining respectful and professional communication. Maintain clear, empathetic, and professional communication through established channels, adapting the approach according to each situation and level of urgency. Review customer accounts to identify and resolve issues, including discrepancies, posting errors, and transaction-related inquiries, coordinating corrective actions when necessary. Document customer interactions, actions, and agreements accurately and consistently to ensure proper case tracking and continuity. Support compliance with internal processes, procedures, and guidelines, contributing to operational quality and appropriate information handling. Train and support new employees throughout the onboarding process, helping them become familiar with tools, workflows, procedures, and customer service standards. Collaborate with other departments to escalate cases, share findings, and coordinate solutions that positively impact the customer experience.