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 Customer Service Associate, you will be the primary point of contact for customers who have overdue accounts. Your primary objective will be to establish positive relationships with these customers, understand their financial situations, and collaboratively develop tailored payment plans that work for both parties. This role requires excellent communication skills, empathy, and the ability to negotiate and resolve conflicts.
• Contact customers with overdue accounts to discuss their financial situation and payment options. • Negotiate and agree on realistic payment plans, considering the customer's ability to pay and the company's recovery goals. • Maintain accurate records of all customer interactions and payment arrangements. • Provide excellent customer service, ensuring a positive and professional experience throughout the collection process. • Identify and escalate potential fraud or abuse cases to the appropriate team for further investigation. • Collaborate with the collections team to develop effective strategies for debt recovery. • Stay updated on industry trends, best practices, and legal requirements related to debt collection. • Ensure compliance with all relevant laws and regulations, including data privacy and consumer protection. • Participate in team meetings and provide regular updates on collection progress and challenges. • Assist with ad-hoc projects and tasks as assigned by the Collections Manager.
• High school diploma or equivalent; college degree preferred but not mandatory. • 1-2 years of experience in customer service, collections, or a related field. • Excellent communication skills, both verbal and written, with the ability to adapt to different communication styles. • Strong negotiation and conflict resolution skills. • Empathy and the ability to build rapport with customers from diverse backgrounds. • Proficiency in using Microsoft Office applications, especially Excel. • Familiarity with customer relationship management (CRM) systems is an asset. • Ability to work independently and manage a high volume of customer interactions. • Excellent time management and organizational skills. • Willingness to undergo training and stay updated on industry best practices.