Customer Support

Major Duties:

• Outbound calls to collects large and moderately complex past due accounts of early stage utilizing available technology and collection strategies.


• Facilitate online payments from past due customers


• Negotiates payment plans with past due customers.


• Reviews account status and explains current outstanding and future outstanding details to customers.


• Assists with account resolutions for misapplied cash and refers problem accounts to supervisors.


• Manages assigned accounts to maintain low levels of delinquency.

Detailed Activities:

• Outbound calls to nudge customers to pay installments upto 59 days past due


• Record promise to pays and reasons for delays


• Facilitate or support online payments and debit card payments


• Support on deferral and skip payment requests


• Facilitate one time payment


• Route calls to other functions if it is advanced stage collections


• Provide outstanding balance and next payment due details


• Customer Statement related queries


• Principal and interest paid queries


• Future principal outstanding queries(some calculation involved)


• Online representative assisted payments


• Partial/Full preclosure related queries

• Working experience on multiple applications while resolving queries( 5 applications (Front end and receivable system)

Skills required:

• Good listening and comprehension skills in English


• Clear communication in English with usage of proper grammar and an accent understandable by the customers or dealers.


• Knowledge of credit operations, finance programs, dealer agreements and dealer reserve procedures,


• High level of patience and customer centricity in resolving customer requests.


• Proficiency in using Microsoft Office applications plus, intranet and internet.


• Knowledge of installment, revolving and leasing finance products.


• Able to multi-task and work well in a fast-paced environment.

Education:

• Graduate or post graduate in any discipline