Associate Collections Consultant

The Collections & Customer Service Representative is responsible for managing overdue accounts recovering outstanding debts and providing exceptional customer service. This role involves strong communication skills problem-solving abilities and attention to detail. The representative must ensure timely payments explain fees and interest charges to customers and maintain positive relationships. Additionally they will manage sensitive information and handle escalations following specific procedures.

Roles and Responsibilities: -

Responsible to take inbound calls from customers and third parties as well as Outbound calls dialed manually and automated(dialer)
Must manage to drive sensitive information and handle escalations following specific procedures.
Demonstrate ownership of user issues/concerns until resolution or escalation.
Process responsible losses to provide the best resolution/support to the user while compiling to standard workflows.
Anticipate needs and offer creative solutions by adding extra love delight or kindness when you can to the users.
Investigate identify and escalate issues appropriately by prioritizing urgent and sensitive matters.
Maintain accuracy and security of customer information on the systems.

Qualifications :

Our most successful candidates will have: - Advanced English language skills (maintain an English conversation) - Negotiation Skills - Collection Skills - Able to work positively in a fast-paced changing environment - Ability to multitask and have excellent organizational skills - Sees through the eyes of the customer - Articulate bright and curious - Bachelor degree is a plus - Experience working in a customer-centric environment is a plus - Experience working in finances related field is a plus - Experience working in collections is a plus 

Additional Information :

Communication Skill & Panel requirement 

Excellent Listening and Communication Skills. Ability to communicate without MTI (Mother Tongue Influence). Ability to understand & respond appropriately. Proper grammar usage and sentence structure. Strong communication skills with the ability to simplify complex situations and ability to treat sensitive customer data appropriately.

Multi-Tasking

Ability to switch between programs and tasks quickly and fluidly to manage processes across windows and platforms while maintaining SLAs.

Active listening

Ability to stay focused on the speaker with your undivided attention and acknowledge messages being received including body language and gestures to convey your attention; asking clarifying questions; deferring judgement; Responding appropriately including constructive feedback.

Logical Analysis

Ability to follow a logical deduction tool accurately narrowing down the issue using a decision-tree style and remaining within the knowledge parameters of the program.

Ownership

Ability to convey a sense of personal ownership of both the problem and the solution; willingness to take responsibility for seeing things through to completion.

Empathy

Ability to accurately put yourself in customers and team members shoes; to understand the others situation perceptions and feelings from their point of view and to be able to communicate that understanding back to the other person.

Managing customer expectations

Ability to frame communication in a way that demonstrates thoughtfulness and empathy for the person on the other end; proactive communication to set expectations on SLAs and deliverables.

Conflict resolution

Ability to acknowledge a problem exists with agreement to find a resolution by understanding the perspective and concerns of the opposing individual or group managing your feelings and expressions in a respectful and professional way and sticking to the facts.

Attention to details

Ability to achieve thoroughness and accuracy while accomplishing a task.

Time Management

Ability to organize and plan to divide your time between activities using conscious control to increase effectiveness efficiency or productivity and accurately assess the priority of tasks.

Synthesizing Information

Ability to actively engage with information to categorize analyze combine extract details reassess the value of the collected information and look for bias and omissions; ability to merge new information with prior knowledge to form a new idea perspective or opinion to generate insight; ability to summarize information paraphrase it and compare it.

Self-Motivation

Willingness to go beyond minimum expectations and beyond your job to contribute to the greater good; ability to maintain a consistent level of effort even after goals have been achieved

Openness To Feedback

Ability to seek feedback and be open to criticism without reacting overly emotionally or using closed body language; willingness to apply feedback to make changes; ability to summarize conversation and ask questions to ensure understanding.

Positive Influence

Ability to model positive behaviors to influence others especially to impact team/organization morale pace and effectiveness.

Sound Decision Making

Ability to synthesize information from multiple inputs weigh options and data consider individuals and impact and make a decision that is in the best interests of the person team and organization.

Attributes for Customer care

Ability to understand customers questions takes ownership of cases from start to end is enthusiastic and engaging providing clear and concise instructions.

Remote Work :

No

Employment Type :

Full-time