COLLECTION SPECIALIST
Duties:
-Call customers with overdue accounts.
-Understand and explain the benefits of repayment and credit history to customers.
-Correct customer misunderstandings on product policies and terms.
-Diffuse tension from bad customer experiences with the application.
-Set up payment plans and follow-up schedule.
-Establish and maintain caring relationships with customers, determine reasons for non-payment and engage in negotiations to bridge business and customer needs.
-Educate customers on consequences for late payments.
-Escalate difficult or unusual cases to Team Leader.
-Escalate and document problems with customer identification information.
-Provide feedback on reasons for default to Team Leader.
-Champion the voice of the customer to Team Leader by providing input on product and user experience.
-Engage in creative projects and tasks at the request of Team Leader.
Required Education, Skills, and Qualifications
Requirements:
-Strong problem-solving, negotiation, and conflict resolution skills
-Fast at typing and working with modern, digital technology
-Excellent communication skills, both verbally and in writing
-Willingness to work a flexible and variable schedule
-Patient and able to handle customer complaints or misunderstandings
-Strong work ethic, punctual, accountable, and team player
-Quick learner, creative, intellectually curious and unafraid to ask questions
-Able to multi-task and work on multiple projects simultaneously
-Readily accepts feedback and incorporates changes into behavior
-Desire to go above and beyond job requirements to deliver an excellent customer experience and create capacity-building change for the company
-Fresh graduates are welcome to apply.
- Required language(s): English, Sinhala
- Better have related work experience.
- Preferably specialized in Banking/Financial Services or equivalent.
Job Type: Full-time
Job Type: Full-time
Experience:
- Collections: 1 year (Preferred)