Responsibilities
- Reviews and evaluates defaulted, high-risk, or written-off accounts to identify potential recovery actions.
- Identifies customer financial needs and delivers tailored collections-related service and solutions.
- Guides customers in selecting payment plans and financial products aligned with their goals.
- Performs sales and service tasks following established protocols and compliance standards.
- Provides support in areas such as training, quality monitoring, vendor oversight, and dispute resolution related to credit collections.
- Delivers high-quality service that fosters trust through knowledgeable, timely, and reliable assistance.
- Builds strong client relationships by establishing credibility and serving as a trusted point of contact.
- Cultivates long-term, profitable connections with customers and increases product adoption.
- Implements approved loss reduction methods to resolve non-performing and high-risk accounts.
- Responds to incoming calls professionally, accurately, and efficiently.
- Asks targeted questions to assess customer circumstances and advises on suitable payment and collections options.
- Sends communications, processes account changes, and coordinates with internal teams to fulfill customer requirements.
- Incorporates relevant marketing campaigns and product offers into customer discussions when appropriate.
- Analyzes customer and account data to generate actionable insights and recommendations.
- Handles or routes all transactional requests related to customer inquiries to the correct internal departments.
- Escalates unresolved or complicated customer issues to supervisors as necessary.
- Ensures accurate and complete documentation for all customer requests and transactions.
- Organizes and maintains work records to ensure data integrity and accessibility.
- Contributes to the effective operation of the collections process, including executing loss mitigation strategies such as loan modifications or liquidation to prevent defaults.
- Provides consistent, high-level customer service that reinforces trust through expertise and responsiveness.
- Adheres to documented procedures when carrying out transactions and operational tasks.
- Monitors evolving needs within collections teams and refers customers to appropriate departments when required.
- Stays current on industry practices, collections trends, and regulatory changes, applying knowledge professionally in customer interactions.
- Protects the privacy of customer and organizational information at all times.
- Supports process improvements by identifying inefficiencies and recommending practical enhancements.
Work Arrangement
Remote (Worldwide)
