About this role
As a Coll - EXE, you will play a crucial role in our collections team, focusing on effective debt recovery while maintaining a high level of customer satisfaction. Your primary responsibility will be to manage and resolve customer accounts in arrears, ensuring a positive and professional experience throughout the collections process.
• Manage and resolve customer accounts in arrears, ensuring timely and accurate debt recovery. • Maintain regular communication with customers via phone, email, and chat, providing updates and negotiating payment plans. • Collaborate with internal teams to gather relevant customer information and develop effective strategies for debt recovery. • Ensure compliance with legal and regulatory requirements in the collections process. • Document and maintain accurate records of all customer interactions and payments. • Identify and escalate complex or sensitive customer issues to the appropriate team members for resolution. • Provide regular reports and updates on collections performance to the management team. • Stay updated with industry trends and best practices in collections and customer service. • Participate in team meetings and contribute to continuous process improvement initiatives. • Foster a positive and supportive work environment within the collections team.
• Minimum of 3 years of experience in a collections or customer service role, preferably in a financial services environment. • Strong communication skills, with the ability to effectively engage with customers and internal teams. • Excellent problem-solving and analytical skills, with a customer-centric approach to debt recovery. • Proficiency in using collections software and Microsoft Office applications. • Ability to work independently and manage multiple tasks simultaneously. • Strong organizational skills and attention to detail. • A proactive and solution-oriented mindset, with a focus on continuous improvement. • Excellent time management and prioritization skills. • Ability to work in a fast-paced and dynamic environment. • A positive and professional attitude, with a commitment to delivering exceptional customer service.