Job Description

Job Title: Process Associate - Voice Collections

Reporting To: Team Leader

Job Description

•Contact customers daily in manual environment to communicate account receivable status.
• Meet required productivity metrics, i.e. call volume levels, contacts made, payment promises secured, Amount collected etc.
• Meet required criteria for call quality standards.
• Perform customer service functions by responding to inquiries and complaints.
•Recommend repayment schedules and settlements to manage losses and make other recommendations to management as needed.
• Review account late fee waivers, due date changes, etc., and make recommendations to team lead or supervisor.
• Adhere to Customers accounting and collection policies.
• Maintain customer relations with a high degree of internal and external customer service.
• Possess effective problem solving skills to ensure timely problem recognition and resolution.
• Adhere to internal policies to ensure compliance with legal parameters as well as company policies and procedures.
• Negotiate recovery of outstanding payments with customers by identifying the reason for the overdue payment(s),
• Using company guidelines to agree a solution to resolve the arrears.
• Recording and updating customer information via the organization’s internal systems
• Resolving customer queries at first point of contact
• Influencing and negotiating with customers to ensure a satisfactory outcome for both the company and the customer
• Ensure call handling and service quality is maintained
• Responsible for own portfolio of accounts
• Contact with external agencies.

Person Specification

Knowledge/Experience: To be able to perform the following functions :

•Excellent telephone manner/interpersonal skills
• A customer focused, enthusiastic and flexible approach
• Ability to work in a targeted environment
• Good problem solving, questioning, negotiating and influencing skills
• Adaptable to change and ability to work under pressure
• Ability to work to a high degree of accuracy
• Consistently high standard of time keeping and attendance
• Basic keyboard proficiency

• Previous collections or experience of working in a collections call Centre environment

• Good grasp over written and verbal English & Spanish

Competencies/Skills:

•Strong Communication & Analytical Skills

•Strong negotiation skills and quick understanding of customer requirements

•Stable profile with previous organizations

•Excellent telephone manner/interpersonal skills
• A customer focused, enthusiastic and flexible approach
• Ability to work in a targeted environment

•Eye for detail

Qualifications:

Essential:    

•Good Written and Verbal Communication in English

Desirable:   

•Previous collections or experience of working in a collections call center environment.