• Processing payments
• Encouraging timely commitment in accordance with customer’s account’s collection calendar
• Ensure customers are aware and informed of their due and overdue bills through outbound calls
• Provide assistance and customer education against financial over-commitment on inbound calls.
• Provide excellent customer experience while collecting payments
• Attend to both inbound & outbound calls in incorporating Standard Collections procedures
• Initiate strategies for collections processed and procedures
• Negotiate account resolution, payment arrangements and re-payment terms.
• Respond to customer queries involving overdue amounts on account and account billing cycle.
• Encourage timely commitment from customers against overdue amounts and financial over-commitment
• Review and recommend payment arrangements based on customer’s paying behaviour and company’s collections target.
• Retain customer loyalty while initiating processes for collections
• Account Management Tracking: maintain and update customer accounts to sync payments made, account status against collections calendar.
• Addresses customer concerns regarding overdue bills and creates solutions that are responsive to both customer needs and collections target
• Handles customers satisfactorily and avoids emotional confrontations within the call
• Maintain composure in dealing with difficult customers
  
  

• Ability to work in a fast-paced environment where targets and deadlines need to be reached and met.
• Has a strong sense of urgency
• Sound negotiation skills, balance assertiveness
• Strong problem-solving skills
• Results oriented
• Account management
  
  

• High customer satisfaction.
• Achievement of team’s pre-defined KPIs and SLAs.
• Excellent feedback from customers.
  
  

• Collaboration
• Impact
• Passion
• Transparency
  
  

Please refer to job description.