Customer Service/Soft Collections Associate

Overview:

The associate will respond to inbound and outbound inquiries utilizing various tools to provide the appropriate resolution. The associate will also be expected to use negotiating and persuasion techniques to increase the number of successful outstanding debt collections.

Preferred Competence:

• Prior experience in customer service and collections
• Demonstrates a strong customer service orientation
• Shows ownership and commits to a satisfactory resolution for the customer
• Follows through on promises made to the customer
• Ability to handle challenging or irate customers
• Follows correct processes for legal requirements
• Ability to build trust relationships with debtors
• Able to maintain security and confidentiality of company and customer information
• Possesses good command of the English language, both written and verbally
• Ability to virtually articulate thoughts
• Uses appropriate tone, grammar, and diction
• Extends courtesy and respect to others
• Able to adjust personal behavior and communication to accommodate working styles and perspectives of diverse individuals.
• Ability to investigate and resolve customer’s discrepancies
• Ask probing questions to uncover customer needs
• Solves routine problems quickly and effectively
• Applies a systematic approach in problem-solving 
• Demonstrates basic knowledge of computer systems
• Ability to navigate the internet for research purposes

General Responsibilities

• Maintaining a positive, empathetic, and professional attitude toward customers at all times
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Collaborating on debt collection efforts with Accounts, and the Legal Department.
• Adhering to the legal requirements throughout the debt collection process to avoid legal issues.
• Researching publicly available databases to locate defaulters, including Credit Bureau information, background checks, and loan documents.
• Create trust relationships with debtors and prevent repeated payment delinquency by negotiating manageable debt payments.
• Negotiating settlements to receive payment on a certain percentage of the debt.
• Increase the number of successful collections of outstanding debt.
• Investigate and resolve customer discrepancies.
• Update customer’s account status and database accordingly.
• Maintain security and confidentiality of company and customer information.

Our Benefits:

• No Overnight Shifts
• Career Advancement Opportunities
• Transportation
• Free WIFI (in breakroom/common areas)
• Life and Health Insurance
• Bonus Payout (every two weeks)
• Fun Theme Days
• Paid Referral Bonus(US50 per hired candidate)