Process Associate/Senior Associate – Collections advisor

Function:

Location:

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Inviting applications for the role of Process Associate/Senior Associate –Collections advisor

Brief Description

• As a Collections Advisor, your role will be to focus on providing the correct resolutions for both customers and the business, recognizing vulnerable customers and providing solutions to their inquiries. You will manage customer relationships and assist with their individual service needs whilst delivering a world class customer service.
• Ability to deal with specific Inbound/Outbound calls from customers
• Ability to sell solutions to customers and negotiate outstanding debt
• Recognize individual customer service needs and resolve their enquiry
• Provide resolutions at the first point of contact, avoiding customers having to call again, or have the call transferred
• Ability to handle complaints and escalate where appropriate
• Excellent customer service, negotiation and communication skills with the ability to recognize and support the specific needs of the most vulnerable customers
• Maintain and update customer related information systems to ensure that our client hold accurate records; collecting and accessing appropriate information relevant to your call type

Responsibilities include

• Places inbound and outbound calls through an auto dialer system to negotiate and collect dishonored checks and past due or over-limit credit/debit card accounts.
• You will respond to customers through a variety of channels including telephone (both inbound and outbound), internet and written correspondence as appropriate.
• You will offer an excellent level of customer service, pro-actively serve customers across their product portfolio, high-volume customer enquiries across the product range.
• You will follow clear instructions and guidelines to resolve customer enquiries at first point of contact.
• Training is given to enable you to build rapport and determine appropriate solutions for the customer. Constant monitoring, coaching and development will be given to ensure continuous improvement.
• Works with customer to negotiate a repayment arrangement in a minimal number of contacts.
• Updates customer’s contact and account information during each contact.
• Responsible for account research including skip tracing, through the use of online credit bureaus and other systems.
• Always maintains control of the conversation with customer. Follows basic call flow and handling procedures while adapting to each conversation using the phone skills and techniques learned during training.
• Adheres to all departmental procedures and FDCPA (Fair Debt Collection Practices Act) regulations.
• When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.
• May provide guidance and/or mentoring to less experienced Collections Representatives.
• Other related duties assigned as needed.

Qualifications

Minimum qualifications

• High school diploma or GED
• Experience in Collections and in contact/call center and/or banking
• Excellent communication and interpersonal skills
• Good written skills
• Good negotiation skills
• Problem Solving Skills
• Flexibility of shifts and to work overtime hours as per business requirements.
• Commitment to performance excellence or doing a great job
• Goal Oriented
• Analytical & problem solving skills
• Stress management abilities
• Ability to maintain high levels of confidentiality and data security standards
• Ability to handle multiple tasks with minimal supervision

Preferred qualifications

• Collections experience

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

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