Responsibilities:
- Contact delinquent and pre-delinquent account holders using predefined call scripts to communicate overdue status and available resolution options.
- Obtain and record promise-to-pay commitments, negotiate payment arrangements within authorized limits, and follow up on agreed schedules.
- Respond to customer queries regarding products, account status and company policies in a explicit and professional manner.
- Ask probing questions to identify the underlying reasons for default and determine appropriate remediation or referral actions.
- Enter and update customer information, call outcomes and payment promises promptly and accurately in the collections CRM.
- Escalate complex or disputed accounts to supervisors or specialist teams according to escalation procedures.
- Adhere to call quality standards, regulatory requirements and internal collections procedures on every interaction.
- Meet individual productivity and recovery targets, including call volumes, contact rates and collection performance metrics.
- Participate in quality reviews,
coaching sessions and continuous improvement initiatives to maintain and raise service standards.
Requirements:
- Minimum education: Secondary school diploma; bachelor’s degree in business, finance or related field preferred.
- Experience: 6month -1+ years in collections, telecalling or customer service within banking/financial services or related sectors preferred.
- Skills:
- Clear verbal communication and active listening skills.
- Negotiation and persuasive skills with a customer-focused approach.
- Proficiency using CRM systems and MS Office (or equivalent); accurate data entry and record-keeping.
- Ability to work to targets, manage time effectively and handle repetitive outreach tasks with consistency.
- Basic understanding of collections compliance, privacy and data protection principles.
- Personal attributes: resilient, detail-oriented, professional demeanor, and able to handle sensitive customer conve