Industry:
Business Process Outsourcing (BPO)

Segment:
Customer Contact Center

Job Family:
Collections

Job Role:
Collections Executive

Indicative Role Titles:
Collections Agent, Collections Associate, Account Advisor – Collection

Role Description:
The function of this job is to manage debt recovery process and identify optimal sources of debt recovery in order to maximize profitability and minimize delinquency. It involves servicing and collection on customer
accounts primarily through inbound/ outbound telephone contact or other
communication mediums like email, chat or physical correspondence.

Required Interactions:

Internal Stakeholders:

-Supervisor/Floor In charge
-Team Members
-Line Managers

External Stakeholders:
-Client/Customer

 

Job Accountabilities:

-Use profiling and segmentation information from MIS to target accounts for quick debt recovery
-Contact targeted clients through direct calls or other communication medium like email, chat to ensure maximum debt recovery and minimal delinquency
-Contact clients who have been delinquent for a significant period of time to ensure minimal loss from bad debts
-Build rapport with clients so as to ensure timely payments
-Provide customers with payment options and negotiate payment dates

Technical Competencies:

-Information Technologie Literacy
-Data Entry & Documentation
-Telephone Etiquette

Personal Characteristics:
-Analyzes Information
-Articulates Effectively
-Focuses on Customers
-Exhibits Self Confidence
-Negotiates
-Listens Actively

Qualifications & Training:

Essential Qualification:

-High School or Diploma Holder or Graduate in any field

Indicative Certifications & Trainings:
-Customer Care Management (CRM)
-Managing Difficult Conversations
-Voice and Accent training for applicable language(s)
-MS Office, English Language

Indicative Years of Experience:
-1-2 years of work experience/internship in relevant areas