Job Title – Executive - Customer Service

Department– Operations

Company Profile

Credence Global Solutions is a diversified technology-driven financial transformation company with deep expertise and a focus on Receivables Management, Health care RCM, Technology Platforms and Contact Center verticals. Credence services leading telecommunication, health care and media companies in the United States.

We are 5000+ employees strong who provide exceptional performance that is customer friendly & compliant; and deliver world-class results to ensure brand integrity.

Health care providers serviced by Credence include medical transport providers, emergency physicians, health infusion service providers, and diagnostic laboratories.

In the telecommunication vertical, Credence serves four of the top five providers in the United States.

Our Group Companies:

❖ Credence Resource Management, LLC - Focuses on providing Receivables Management and voice-based BPO services, is the flagship company of the Credence Group.

❖ Innoval Global Solutions, LLC & Medstat Inc - Provide RCM services to health care providers.

❖ iValuate Global Technologies - Provides Technology platforms that enhance productivity and compliance for creditors and health care providers.

Our mantra is Excellence Beyond Belief.

Challenges, growth opportunities, and a passion for the Job enables us to repeatedly deliver excellence to our clients. Our team is encouraged to continually explore their talents and pursue their interests giving them the authority to gain the knowledge and skills to truly be the master of their domain. We strive to bring on the best and brightest, as well as to invest in their training and education, making them a seamless extension of our team.

Headquartered in Dallas, Texas, we have delivery offices in San Jose, California; Natchez, Mississippi; Mesa, Arizona and Pune & Mumbai, India.

Explore www.credencegs.com to discover more about our company and check out our Careers page at www.credencegs.com/careers/ for exciting job opportunities!

Position Overview





We are seeking a motivated and customer-focused individual to join our team in a collection’s role. As part of our dynamic collections team, you will be responsible for managing customer accounts with professionalism, ensuring timely resolution of delinquencies while maintaining strong customer relationships. The ideal candidate will have a strong ability to handle difficult situations, demonstrate problem-solving skills, and adhere to company policies and compliance regulations.

Job Roles & Responsibilities

As an Executive – Customer Service, you will be responsible for communicating with consumers of healthcare and telecommunication providers in the United States. Depending on the assigned process, you may be responsible for assisting customers with their queries, providing information and support, resolving service-related concerns, or contacting consumers regarding overdue and unpaid bills on behalf of the client.

For collection-based processes, you will communicate with consumers over the phone, understand their payment situation, and negotiate and facilitate payment of outstanding balances while ensuring a qualified and customer-focused experience.

Utilize effective verbal communication and customer service skills while communicating with customers to resolve the account delinquency.

Able to manage difficult customer issues while working in a fast-paced environment

Determine the reason for delinquency and best course of action to assist consumers.

Engage our consumers with the highest level of respect and dignity.

Document all collection efforts for each assigned account in accordance with established procedures and compliance policies.

Communicate professionally and regularly with leadership and peers on status of accounts,



escalations in accordance with established standards.

Ensure all accounts in assigned lists are managed accurately and in a timely manner.

Calls are majorly outbound and over a period moves to a blended (inbound/outbound) environment.

Accounts are early/mid/late - stage defaults return payments, first payment defaults, and work date follow up assignments.

Profile Requirements

Good communication skills

This job requires you to work in US shifts, your shift will vary depending on your selection for a specific process. Please note - All process are International Voice process and requires you to be flexible with night shifts -

- Process A (US Debt Collections & Customer Service) - Between 5:30 pm & 10:30 am

Incentive Opportunity - Unlimited Incentive Plan with transparent KRA's

Working Hours - 7:15 min login plus 45 minute break = 8 hour shifts

Weekly Off - Sunday fixed Off & Alternate Saturday Working

- Process B (US Debt Soft Collections & Customer Service) - 24/7 (Round the clock)

Incentive Opportunity - Lucrative Incentive Plan with transparent KRA's

Working Hours - 8 hours login plus 1 hour break = 9 hour shifts

Weekly Off - Rotational Weekly Off - 8 week offs / Month

- Process C (Customer Service) - 24/7 (Round the clock)

Incentive Opportunity - Lucrative Incentive Plan with transparent KRA's

Working Hours - 7:15 min login plus 45 minute break = 8 hour shifts

Weekly Off - Rotational Weekly Off - 6 week offs / Month

Highlights

Best in Market Salaries from 3 lakhs plus

7 week new hire training program

Enhance your Analytical/Decision Making & Negotiation skills

Cross functional growth opportunities within 6 months, for experienced candidates

Free Medical/Life insurance

Employee Centric & Compliant Policies

Free Home Pick & Drop Transportation

Fixed shifts post the training period [Rare changes in case of business requirements]

Pay: ₹300,000.00 - ₹600,000.00 per year

Benefits:

- Health insurance
- Paid time off
- Provident Fund

Work Location: In person

📌 Customer Service Executive (Pune)
🏢 Credence Global Solutions
📍 Pune