Job Description:
The Collections Associate is responsible for interfacing with customers via Telephone/Emails/Chat, assist customers effectively with high level of customer service to reduce delinquent accounts. Respond to customer requests and queries regarding service, product and account information.
Qualifications:
- A minimum of 4 CXC/GCE subjects inclusive of English Language and a numeric subject, or a U.S. high school diploma or GED.
- Must have a valid (not expired) government issued ID, TRN and NIS card.
- Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).
- Must be able to train and / or work onsite.
- Demonstrated ability to perform at a high level, to support our high volume of inbound calls.
- Experience in customer service is an asset and preferred.
- Good systematic problem solving ability , using sound business judgment, and following through on commitments to customers.
- The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.
- Excellent attention to detail.
- See through the eyes of the customer.
- Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.
- The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.
- Ability to effectively organize, prioritize, multi-task and manage time.
- Multi-tasking skills, showcased through conversing while navigating our systems the use of several applications simultaneously; experience working with CRM applications preferred.
- Good Typing Skills – Minimum 35 wpm with minimum 80% accuracy.
- High level of integrity
- Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.
- Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
- Inspire confidence and positively influence the behaviour, actions, and thoughts of others.
- Must be able to pass a criminal background check and drug test as needed.