Job
Description
Job Summary: This job will contact customers using multiple platforms, including but not limited to, automated phone system, email and chat to negotiate payment plans and help them improve their account status. You will provide personalized solutions while ensuring compliance with relevant guidelines, focusing on fair treatment and support for all customers. Additionally, you will educate customers about different payment relief options and the impact on their credit scores, all while maintaining a positive attitude and meeting productivity and quality goals. Job Description: Essential Responsibilities: Handle inbound calls to and from customers regarding their outstanding balances. Utilize multiple communication channels, including phone, email, and chat, to contact customers, provide support and respond to customer inquiries efficiently. Listen to customers concerns and understand their financial situations to offer appropriate payment solutions. Negotiate payment plans and arrangements that align with company policies, regulatory requirements, and customers abilities to pay. Maintain accurate and detailed records of customer interactions and payment agreements in the system Provide exceptional customer service by demonstrating empathy, patience, and professionalism in all interactions, while meeting production and quality goals. Stay informed about company policies, procedures, and industry regulations related to collections. Proactively engage in self-development activities, that support your professional growth. including attending training sessions and workshops to enhance your skills and knowledge in collections and customer service Minimum Qualifications: Minimum of 1 year of relevant work experience Preferred Qualification: What do you need to bring 1 to 3 years of call center environment experience in voice (Customer service/Collections) Fluency in English Ability to learn and adapt to new systems and software changes Strong working knowledge of external systems and PC based internet and software applications (The Internet, Microsoft Office - Outlook, Word, and Excel) Ability to communicate effectively via email and phone using effective grammar and punctuation Well-developed sense of urgency and follow through Ability to develop and maintain professional working relationships with co-workers and peers Ability to adapt to an ever-changing environment which requires flexibility, especially around processes and shifts (which are subject to change, and which can include Saturday work and some late evenings) Have a passion for helping and resolving customer issues Strong communication skills, excel at customer interaction Strong verbal (phone) communication skills: actively listen and speak clearly to customers Strong written (email) communication skills: use proper grammar and punctuation Well-developed sense of urgency and follow through Competencies: Customer Focus Drive for Results Problem Solving Strong Communication Soft skills - Composure/Listening/Empathy Teamwork Time Management Leadership principles Work as One Team by effectively partnering across individuals, teams, and organizational boundaries to deliver high-quality results . Do the right thing by treating each other and our stakeholders with respect and doing what s best for customer s . Be a Customer Champion by understanding our customers needs and create their most trusted and useful end-to-end experiences for them. Subsidiary: PayPal Travel Percent: 20 For the majority of employees, PayPals balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations. Our Benefits: We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com . Who We Are: Click Here to learn more about our culture and community. Commitment to Diversity and Inclusion PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentaccommodations@paypal.com . Belonging at PayPal: Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal. Any general requests for consideration of your skills, please Join our Talent Community . We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don t hesitate to apply.
