Collection Specialist
Role Purpose
The in scope activities for this process involves inbound calls for early-stage delinquent customers and L0 & L1 service request management( statement request, account maintenance, balance inquiry etc and outbound calls for early stage (0-59 days) delinquent customers - dialer and manual. Products to be managed are mortgage, club, condo and latitude.
- Work on the delinquent accounts and perform collection activites
- Call customers and inform about the account status and collect due amount
- Negotiate with the customer in assertive manner to deliver desired outcome of getting the account out of colelctions
- Update relevant systems and add service requests basis the discussion with the customer
- Adhere to laws and regulations while performing collection duties
- Co-ordinate with the internal and external teams in case there is additional information required or asked by the customer
- Ensure that the right service is provided to the customer
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- At least 2nd year college completion
- 1 to 2 Years of contact center experince
- Minimum 1 Yr of collections experience
- Customer Facing
- Need to have good negotiation skills along with proper and assertive communication
- Understanding of collections domain and comfortable in dealing with international customers
- Excellent oral and written communication and listening skills
- Customer centric
- Attention to details
- Computer Savy - MS office & Internet
- Handles contacts with our customers in a polite and friendly way, instilling customer confidence
- Willingness to work in shifts
- Must possess good verbal and written communication skills
- Courteous, with strong customer service orientation
- Dependable, with proficient attention to detail
- Preferred industry experience
- Must be goal oriented
- Possess insight into self and others
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