Essential Job Functions
- Reporting to the Collections Manager, you will have a key role in delivering the best service to our customers
- Receive incoming and make outbound calls to customers in arrears to discuss payment options
To comply with regulatory and Company policies at all times
- Deliver a consistent and professional level of service at all times
- Achieve set revenue targets and call objectives
- Advise and influence customers on the payment options for debt recovery Handle each call promptly and in the correct manner, updating records accordingly customer related data accurately and efficiently
- Take responsibility for resolving disputes, ensuring that caller concerns are actioned correctly and all parties are notified
- Explain the terms of lease as appropriate
- Manage customers who are resistant to agent contact by remaining polite, tactful, honest, and firm
- Decide on the correct action when negotiating payments
- Complete any administrative tasks as required for the efficient running of the department
- Follow strict Company policies and procedures at all times, ensuring that all requirements are met
Competencies
- Able to work independently and prioritize workload
- Persuasive, persistent and self-motivated
- Able to show empathy, assertiveness, tact and resilience
- Have the ability to relate to people from a variety of different backgrounds.
- Ability to accurately type 45 words / minute
- Ability to adapt to a fast paced, changing environment
- Ability to communicate effectively over the phone and email
Education / Experience
- Possess a High School diploma or GED
- Two years of customer service experience
- Knowledge of Billing and Collections procedures
- Salesforce experience is a plus
- Bilingual in English & Spanish preferred
- Proficiency with Google Workspace preferred
- Excellent written and verbal communication skills required
- Excellent customer service experience and skills are required
Physical Demands
- The physical requirements outlined are essential for performing the core duties of this role.
- Regular responsibilities include speaking, listening, standing, walking, using hands for handling or feeling, and reaching with arms.
- Occasionally, the employee may need to sit, climb, balance, stoop, kneel, crouch, or crawl. Lifting and moving objects up to 10 pounds frequently and up to 25 pounds occasionally is required.
Vision requirements include close, distance, color vision, peripheral vision, depth perception, and focus adjustment.
EEO Statement
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