Customer Service Representative Collection

We are looking for highly motivated applicants that have the passion and drive for success! Working in a high performance driven team in the role of a Collections Officer, you will manage a portfolio of delinquent accounts. You will be responsible for building strong relationships with our customers, assessing their current financial situation and needs, and working out a solution to bring their account receivables up to date. As a Collections Officer manages a portfolio of delinquent accounts. You will be responsible for building strong relationships with our customers, assessing their current financial situation and needs, and working out a solution to bring their account receivables up to date. Main Duties and Responsibilities:

• Handling Inbound and outbound calls from our valued customers whose accounts are flagged as overdue.
• Ensures maximum recovery on accounts through outbound telephone contact in a timely and comprehensive manner to ensure customer satisfaction with outbound calling.
• Respond to customers enquiries in an appropriate manner, offering personalized service with a “can do” attitude with a first call resolution approach.
• Building rapport with the customers and actively listening to the issues that may have arisen.
• Negotiation with customers to determine the best course of action and gaining agreement for both short and long term solutions.
• Conduct follow up/treatment calls on accounts that have overdue up to no payment activity and ensure proper disconnection process is observed
• Enroll customers on payment arrangement and provide other payment options and monitor accounts to avoid arrangements cancellation
• Review the risk of accounts to assess whether to endorse an account to Third Party Collections Agency
• Account Management - Keep records of customer interactions, process customer accounts, file documents and ensure customer details are updated accurately.
• Perform Adhoc Tasks as needed by the Campaign
• Provide feedback and campaign outcome to Department Supervisor
• Skip locating of new and uncontactable customer’s and liaising potential leads through to the Sales team of new customers located from these searches.