1P COLLECTOR - PH 01.13.2020
Bonifacio Global City
Taguig City, 1634
PURPOSE OF THE POSITION
As a First Party Collections representative, you will spend your day on the phone talking with customers reminding them about late or missed payments that will be in all different levels of delinquency, and help the customer find ways to set up payment. Inbound and Outbound calling efforts will consist of using effective negotiating and relationship building skills to partner with the customer and help problem solve. You will be required to navigate multiple systems during these phone calls while functioning efficiently on the computer. As a First Party collections representative you will be representing the client on the phone to the consumer. Therefore, our collection efforts focus on protecting the clients brand reputation thru creating a positive customer experience.
DUTIES AND RESPONSIBILITIES
Collect money thru effective negotiation and relationship building skills
Must be able to retain training concepts through a 3-4 week training program and apply all concepts when starting on the production floor
Intermediate math capabilities to analyze, adjust, and communicate to the customer billing information and different payment options
Ability to communicate in a clear and effective manner with the customer
Effectively adapt to customer situations, including listening skills, ability to empathize, and provide alternative solutions to help resolve the customers issue
Problem solving skills to identify root cause to accurately recommend solutions
Effective negotiation and ability to overcome customer objections
Accurately document accounts in a timely manner on the computer while speaking to the customer at the same time.
Able to work flexible work schedule, required weekends and holidays as needed
Achieve the schedule adherence and compliance expectations
Meet productivity and call quality standards as set by the business
Accurately follow VAIG (Verifying All Information Good) and Bad Phone Process
Dispute resolution and customer escalation process to be followed consistently
Set daily goals with assistance of supervisor
Adhere to all guidelines and requirements as set forth by individual clients
Adhere to FDCPA guidelines – department specific.
Achieve different Key Performance Metrics as by the operations management team
The Company reserves the right to change or assign other duties to this position as appropriate.
Definition of Success in this position:
Excellent at building customer relationships and creates a good customer experience thru the collections process
Attention to detail
Effective negotiation skills
Ability to be coached and apply coaching feedback
Willingness to learn and help others
Math skills to determine billing answers and payment options
Tolerance for repetitive work
Successfully demonstrates the ability to work in a fast paced environment
Able to adapt to frequent change
Successful compliance related to attendance requirements and work schedule adherence.
Positive attitude with the ability to remain calm in stressful situations
Flexible to schedule changes
Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities.
Must be able to remain in a stationary seated position up to 85% of the work shift.
Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings.
Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine.
Must be able to communicate with consumers and maintain compliance with all federal, state and local laws, rules and regulations.
Must be able to communicate with consumers and maintain compliance with corporate objectives and standard operating procedures.
Must be able to exchange accurate information with co-workers, consumers and/or clients or vendors who have work related inquiries.
High School Diploma or its equivalent
1 year of call center collections, customer service or telemarketing experience preferred
Bilingual skills will be required of some applicants. Bilingual collectors are required to speak and write fluently in the Spanish and English languages. To be considered a bilingual agent, 50% of your day must be allocated to Spanish calls.
Starting hourly rate will increase based on years of experience