About this role
Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.
For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.
With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.
As a FOS (First-Party Collections) representative, you will be the face of Digitide Solutions, interacting with customers to resolve their debts and inquiries. Your role is crucial in maintaining our company's reputation and ensuring a smooth collections process. You will be a key player in our customer care team, working closely with our CCEs to provide an exceptional service.
• Handle first-party collections, contacting customers to discuss and resolve outstanding debts. • Maintain a positive and professional attitude during customer interactions, ensuring a friendly and helpful approach. • Listen to customer inquiries and complaints, providing accurate and timely information and solutions. • Negotiate and agree on payment plans with customers, ensuring a fair and reasonable process. • Update and maintain accurate records of customer interactions and payment arrangements. • Collaborate with the CCE team to ensure a seamless customer experience, sharing insights and best practices. • Stay updated on industry regulations and best practices, ensuring compliance in all collections activities. • Provide regular reports and insights on collections performance, identifying areas for improvement. • Assist in training and mentoring new FOS team members, sharing your expertise and knowledge.
• A high school diploma or equivalent is required, with a preference for a bachelor's degree in a related field. • Minimum 2 years of experience in a customer service or collections role, with a proven track record of success. • Excellent communication skills, both verbal and written, with the ability to build rapport and trust with customers. • Strong negotiation and conflict resolution skills, able to find mutually beneficial solutions. • Proficiency in using CRM systems and Microsoft Office suite, with a willingness to learn new software. • Ability to work independently and manage a high volume of customer interactions efficiently. • Excellent time management and organizational skills, with a focus on attention to detail. • A customer-centric approach, with a passion for delivering exceptional service and a positive attitude. • Willingness to work in a fast-paced environment and adapt to changing priorities. • Strong ethical standards and a commitment to maintaining confidentiality.