About this role
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
Credit & Collections Services Associate
Location: Montego Bay
Key Responsibilities
Collections & Recovery
• Contact customers by phone regarding past-due accounts. • Collect outstanding payments while adhering to company policies and regulatory requirements. • Negotiate payment arrangements and settlement options when appropriate. • Encourage customers to make immediate payments or commit to payment plans. • Follow up on broken promises to pay and unresolved accounts. • Escalate accounts according to established procedures.
Customer Service
• Provide excellent customer service during all customer interactions. • Listen to and address customer concerns professionally. • Explain account balances, fees, payment options, and account status. • Resolve customer inquiries and disputes related to outstanding balances. • Maintain a positive relationship with customers while achieving collection objectives.
Account Management
• Review customer accounts and payment history. • Update customer information and collection notes accurately. • Document all customer interactions in the collection system. • Monitor accounts to ensure timely follow-up activities. • Maintain confidentiality of customer and company information.
Compliance
• Adhere to company policies, collection procedures, and applicable regulations. • Ensure all customer interactions are ethical and compliant. • Follow security and data privacy guidelines. • Maintain accurate and complete account records.
Skills
• Excellent verbal and written communication skills. • Strong negotiation and persuasion abilities. • Ability to manage customer objections professionally. • Basic computer proficiency, including Microsoft Office applications. • Strong attention to detail and organizational skills. • Ability to work in a fast-paced environment and meet targets
Key Performance Indicators (KPIs)
• Amount collected versus target • Right-party contact rate • Promise-to-pay rate • Promise-to-pay kept rate • Collection productivity • Average handle time (AHT) • Quality assurance scores • Attendance and adherence • Customer satisfaction scores
Core Competencies
• Communication • Negotiation • Customer Focus • Problem Solving • Time Management • Accountability • Resilience • Teamwork • Typing Speed Requirement 20WPM