Collections Agents

Job Profile SummaryThe Collections Associate receives and/or makes outbound calls to secure payment arrangements with customers who are past due on their credit card accounts, with the purpose of bringing their accounts current. Essential Job Functions- Negotiation- Make outbound or receive customer calls to secure payment arrangements. (Delinquency Between CA1-CA6)- Conversational Expectation - Soft Skills - Active Listening - Flexible/Adaptable Approach to unique situations- All calls are monitored for call quality, including proper ability to greet the cardholder, appropriate verification of card member’s identification, and adherence to guidelines and regulations. - Customer Experience-.

Provide quality customer service to secure payment arrangements for customers who are past due on their credit card accounts. - Demonstrates compassion and shows empathy for customers dealing with difficult situations or circumstances, all while maintaining composure to work with customers confidently and procure payment promises. - Documentation and Technology- Manually dials, skip traces or utilizes automated dialer to communicate with customers and make payment arrangements to meet or exceed established goals to include balances saved, pay-by-phones collected and call quality. Uses computer to enter payment arrangements into care systems.

Brief Factual relevant details regarding contacts/situations (Compliance/Regulatory environment)- Time Management- Utilize time-management and organizational skills necessary to handle multiple expectations effectively and thrive in a performance-based call center environment. Productive expectations based on the work that is presented during the hours requested from the business. Seasonal Adaptability to preferred contact times to meet business objectives. Requirements• International Customer service and debt collection experience.

• Knowledge of customer service principles and practices • Advanced or native English Level, +C1 CEFR (writing, reading, listening, and speaking) • Strong communications skills • Problem analysis and problem-solving • Basic knowledge of computer software and office systems • Results oriented • Excellent listening skills and an empathetic voice and manner • Initiative • Stress tolerance • Flexibility to work different shifts (including evenings, weekends, or holidays) • Ability to pass a pre-employment assessments and background investigation • Ability to thrive in fast-paced environment, multitasking while keeping focus on the customer