The in scope activaties 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
At least 2nd year college completion
1 to 2 Years of contact center experince
Minimum 1 Yr of collections experience
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