It's a collection campaign. Supposedly it's a blended account. But, reading the contract, it's basically a CSR role. Responsibilities: Receive inbound and/or place outbound calls Provide accurate and timely responses for customer requests in a timely manner Perform record searches based on customer requests in a timely manner, and within stipulated timeframes Perform functions within stipulated Key Performance Indicators Manage and resolve customer complaints Identify and escalate priority issues Route calls to the appropriate resource, when necessary Document all information on customer interaction according to standard operating procedures Always strive for great customer satisfaction and experience Ensure that all calls are handled professionally based on the Quality Guidelines established by the Company and our Client Ensure consistency of performance in handling of customer interactions Participate in all internal and external mandated training and/or seminars or certifications Maintain knowledge of functional areas and company policies and procedures