Job
Description
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.
