Credit & Collections Services Associate I

Key Responsibilities

Collections & Recovery

• Contact customers by phone regarding past-due accounts.
• Collect outstanding payments while adhering to company policies and regulatory requirements.
• Negotiate payment arrangements and settlement options when appropriate.
• Encourage customers to make immediate payments or commit to payment plans.
• Follow up on broken promises to pay and unresolved accounts.
• Escalate accounts according to established procedures.

Customer Service

• Provide excellent customer service during all customer interactions.
• Listen to and address customer concerns professionally.
• Explain account balances, fees, payment options, and account status.
• Resolve customer inquiries and disputes related to outstanding balances.
• Maintain a positive relationship with customers while achieving collection objectives.

Account Management

• Review customer accounts and payment history.
• Update customer information and collection notes accurately.
• Document all customer interactions in the collection system.
• Monitor accounts to ensure timely follow-up activities.
• Maintain confidentiality of customer and company information.

Compliance

• Adhere to company policies, collection procedures, and applicable regulations.
• Ensure all customer interactions are ethical and compliant.
• Follow security and data privacy guidelines.
• Maintain accurate and complete account records.

Skills

• Excellent verbal and written communication skills.
• Strong negotiation and persuasion abilities.
• Ability to manage customer objections professionally.
• Basic computer proficiency, including Microsoft Office applications.
• Strong attention to detail and organizational skills.
• Ability to work in a fast-paced environment and meet targets

Key Performance Indicators (KPIs)

• Amount collected versus target
• Right-party contact rate
• Promise-to-pay rate
• Promise-to-pay kept rate
• Collection productivity
• Average handle time (AHT)
• Quality assurance scores
• Attendance and adherence
• Customer satisfaction scores

Core Competencies

• Communication
• Negotiation
• Customer Focus
• Problem Solving
• Time Management
• Accountability
• Resilience
• Teamwork
• Typing Speed Requirement 20WPM