Reporting to the Collections Manager, you will have a key role in delivering the best service to our customers
Receive incoming and make outbound calls to customers in arrears to discuss payment options To comply with regulatory and Company policies at all times
Deliver a consistent and professional level of service at all times
Achieve set revenue targets and call objectives
Advise and influence customers on the payment options for debt recovery Handle each call promptly and in the correct manner, updating records accordingly customer related data accurately and efficiently
Take responsibility for resolving disputes, ensuring that caller concerns are actioned correctly and all parties are notified
Explain the terms of lease as appropriate
Manage customers who are resistant to agent contact by remaining polite, tactful, honest, and firm
Decide on the correct action when negotiating payments
Complete any administrative tasks as required for the efficient running of the department
Follow strict Company policies and procedures at all times, ensuring that all requirements are met
Competencies
Able to work independently and prioritize workload
Persuasive, persistent and self-motivated
Able to show empathy, assertiveness, tact and resilience
Have the ability to relate to people from a variety of different backgrounds.
Ability to accurately type 45 words/minute
Ability to adapt to a fast paced, changing environment
Ability to communicate effectively over the phone and email
Education/Experience
Possess a High School diploma or GED
Two years of customer service experience
Knowledge of Billing and Collections procedures
Salesforce experience is a plus
Bilingual in English & Spanish preferred
Proficiency with Google Workspace preferred
Excellent written and verbal communication skills required
Excellent customer service experience and skills are required
Physical Demands
The physical requirements outlined are essential for performing the core duties of this role.
Regular responsibilities include speaking, listening, standing, walking, using hands for handling or feeling, and reaching with arms.
Occasionally, the employee may need to sit, climb, balance, stoop, kneel, crouch, or crawl. Lifting and moving objects up to 10 pounds frequently and up to 25 pounds occasionally is required. Vision requirements include close, distance, color vision, peripheral vision, depth perception, and focus adjustment.
EEO Statement
PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status or any other factor protected by applicable federal, state or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources.
.png?1693937129){kind=logo}
