Collection Specialist

Roles and Responsibilities/JD:

• To Collect / Recover the amount from the Customers who initiated charge back against the services purchased through us.
• Work on assigned case to recover the chargeback amount by contacting the customer either by phone or email and updating the TMS and daily PR sheet for ACB, CBN and MCB daily.
• Ensure the FDCPA guidelines are strictly followed while attempting to collect.
• Following up on cases at regular intervals till the case is closed.
• Updating TMS with correct options and make sure closing the case once recovered if Memo is Paid in case of Airline Charge Back and Lost in case of Merchant Charge Back.
• To minimize the loss and enhance the recovery against the charge back received.
• Initially trying to contact the Customer via calls and email, if no response from these measures, then need to send Legal Notices.
• Updating TMS all the time with documenting the Summary of the conversation or the attempt made.
• Uploading all references like Medical Document / New Tickets / Check / Money Oder & communication that happened Via emails with Customer on TMS.
• Legal Notices must be sent in 15-30 days gap from the Initial and Final email. Any correspondence received from Customer where threat of Lawsuit / Attorney General Complaint must be discussed with Supervisor / Team Leader/ Manager.
• Maintaining Dailyreport / Legal Notice Report / Recovery Report.
• Send for CCV and coordinating with different department as per the case requirement.
• Ensure that Legal Notice is not sent out on any internal error by researching and monitoring the call recordings if necessary.

Required Skills:

• Prior knowledge of Collection.
• Proficient in using MS Office Applications.
• Working knowledge of GDS preferred but not mandatory.
• Good hands-on multiple tools/applications
• neutral accent to communicate.

Qualifications:

• 1-3 years in Collection industry with comprehensive knowledge of standard policies
• Chargeback background preferred.
• Travel industry background preferred.
• Good communication skills in English

Job Competencies:

• Team player
• Good command in English for both verbal and email communication with Client
• Good Team player
• Flexible in working in shifts.
• Ability to work under pressure and adhere to time constraints.
• Practical thinking and seeing potential problems

HR Chinmayee || 8882217641