Associate

Mumbai, IN

Position Overview

We are seeking a Collection Support Specialist to provide support for US based client. This role focuses on Collecting outstanding dues, providing First Call Resolution, assisting customers with payment plans, troubleshooting issues while delivering professional and positive customer experience from a WFO environment.

Key Responsibilities

• Handle inbound / outbound customer calls for outstanding balance, past due accounts, collections, billing inquiry and support, etc.
• Follow established procedures to ensure consistent service delivery & professionally to secure payment of outstanding debt.
• Document all customer interactions, customers financial situation, negotiation, etc.
• Use remote desktop tools to assist & resolve customers queries / debt
• Focus on maximizing collections, payment commitments, retention / upselling (as applicable)
• Use effective probing and needs-based conversations to identify additional customer requirements
• Handle customer objections confidently and work toward successful conversion
• Take ownership of customer concerns and drive First Call Resolution (FCR) wherever possible.
• Identify recurring issues and provide feedback to leadership
• Maintain and care for company-issued equipment
• Perform additional duties as assigned
• Manage SLAs / Targets set by Client

Education & Experience

• 12th pass and above
• Preferred candidates with >= 12 months experience in International VOICE BPO (US geo preferred)
• Freshers with excellent English communication, confidence, and strong sales/negotiation aptitude may also be considered (scores >= 65%)

Requirements:

• Should not be pursuing studies real time

Skills & Abilities

• Strong verbal and written communication skills. Ability to understand different U.S. accents and customer communication styles
• Ability to read and interpret documentation
• Basic math skills (percentages, ratios)
• Strong analytical and problem-solving skills. Ability to explain payment information in simple and easy-to-understand language
• Intermediate computer skills:
  • Microsoft Office
  • Windows and macOS
  • Comfortable working with tablets, smartphones, laptops, and desktops
• Professional, patient, and customer-focused demeanor. Ability to maintain professionalism when dealing with upset, frustrated, or challenging customers.
• Self-motivated and able to work independently in a WFO environment
• Professional tone, appropriate pace of speech, and strong conversational ability
• Time Management