As a FOS Collection Executive, you will be responsible for managing and resolving customer accounts in arrears. Your primary goal will be to maintain positive relationships with customers, negotiate repayment plans, and ensure timely debt recovery. You will work closely with our collections team to develop strategies and implement best practices for debt collection.
Responsibilities
- Contact customers with overdue accounts to discuss payment arrangements and negotiate repayment plans.
- Maintain accurate records of all collection activities, including call logs, emails, and correspondence.
- Collaborate with the collections team to develop effective strategies for debt recovery.
- Stay updated on industry regulations and best practices related to debt collection.
- Provide excellent customer service and maintain a professional and courteous attitude throughout interactions.
- Escalate complex or sensitive cases to the appropriate team leads or managers for further guidance.
- Ensure compliance with company policies and procedures, as well as legal and regulatory requirements.
- Maintain a high level of data integrity and confidentiality when handling customer information.
- Assist in generating reports and providing insights on collection performance and trends.
Qualifications
- High school diploma or equivalent; relevant post-secondary education in business, finance, or a related field is preferred.
- Minimum of 1 year of experience in a collections or customer service role.
- Solid communication and interpersonal skills, with the ability to build rapport and negotiate effectively.
- Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
- Proficiency in using Microsoft Office suite, especially Excel, for data analysis and reporting.
- Familiarity with debt collection software or CRM systems is an asset.
- Ability to work independently and manage a high volume of accounts.
- Robust problem-solving skills and a customer-centric approach.
- Willingness to undergo training and stay updated on industry trends and regulations.
- A positive and professional attitude, with a commitment to delivering exceptional customer service.