Work a queue of delinquent accounts
The job involves tele-calling for most part of the day- approximately 100-150 calls on a daily basis.
Work is done on an automated collection system- Finn1 which is a web based system.
Make regular contact with customers to collect the full overdue payment or if the full payment cannot be made then negotiate partial payments which are acceptable.
Follow up promises to ensure payments are received.
Ensure resolution, rollback, normalization targets are achieved.
Ensure productivity metrics are met consistently.
Identify potential skips and fraud cases and escalate all irregularities in accounts to the attention of the TL.
Develop an assertive approach to resolve customer queries
Update latest contact details of customer in Finn1 and raise regular maintenance requests to facilitate customer requirements (billing changes, SI changes, reversals etc)
Highlight portfolio issues and trends noticed during routine collections.
Escalate difficult / complex cases to the Team Leader.
Carry out all activities required as part of the role.
Knowledge, Skills and Experience
Negotiation skills and understanding of collections processies
Excellent verbal and written communication skills
All collectors will undergo training prior to joining the production floor- which will cover negotiation, Finn1 etc
May 16, 2018