Accountabilities
• Collect money through effective negotiation and relationship building skills
• Must be able to retain training concepts through a 3-4 day training program and apply all concepts when starting on the production floor
• Ability to communicate in a clear and effective manner with the debtor
• Effectively adapt to debtor situations, including listening skills, ability to empathize, and provide alternative solutions to help resolve the debtor issue
• Problem solving skills to identify root cause to accurately recommend solutions
• Effective negotiation and ability to overcome debtor’s objections
• Able to work flexible work schedule, required weekends and holidays as needed
• Achieve the schedule adherence and compliance expectations
• Meet productivity and call quality standards as set by the business
• Accurately follow scripts and rules of communications, adopted in the company
• Ability to demonstrate an understanding and adhere to FDCPA requirements
• Dispute resolution and debtor escalation process to be followed consistently
• Set daily goals with assistance of Team Leader
• Achieve different Key Performance Metrics as determined by the operations management team.
Job Specifications
Core Competencies
• Displays High Integrity and Honesty
• Driven to Achieve Results
• Effective Negotiation Skills, effective Communication Skills across different levels;
• Attention to Details, tolerance for repetitive work;
• Team player; Ability to be coached and apply coaching feedback
• Problem Solving & Critical Thinking Skills
• Customer Focused and passionate in providing positive customer experience
• Highly resilient and can work under fast paced, dynamic work environment; highly flexible in changes (i.e. schedule, targets).
Qualifications/Requirements:
• Minimal: Bachelor level or equivalent through on the job experience
• At least 6 months to 1 year experience in collections, account receivables, telemarketing and/or customer service in a BPO or telemarketing industry is required.
• General knowledge of Microsoft Operating System as well as basic internet navigation & familiarity of search engines
• Fluent in verbal and written English and Filipino communications
• Proven successful track record of excellent performance in collections, telemarketing and/or customer service
• Flexible with rotating shift schedules (non-graveyard)
