About the Role
We are seeking a skilled Collections Specialist to join our team. As a key member of our operations, you will be responsible for maintaining relationships with customers, handling reminder calls and managing customer account balances while ensuring all processes are followed.
The ideal candidate will have exceptional customer service skills and be able to communicate effectively via inbound/outbound calls and correspondence/emails to ensure the health of each loan account.
Responsibilities
* Manage reminder calls and other correspondence with customers who are late with payment.
* Provide customer service regarding repayment issues, process and review account adjustments, resolve client discrepancies and short payments.
* Reconcile customer disputes.
* Establish payment plans for customers.
* Maintain detailed and accurate records for interactions, contact details, collections work, and all other activity related to the management of customers.
Requirements
* You should enjoy speaking with and helping people.
* You should have high attention to detail.
* You should be methodical in your approach.
* You should be results-focused.
* You should have demonstrated communication and rapport-building skills.
* You should be proactive and performance-driven.
* You should have the ability to display a flexible approach to problem-solving issues while working within established credit framework.
* You should have the ability to work within an ambiguous environment and assist in creating appropriate structure and processes.
* You should have proficiency in Microsoft Office Suite (Basic to intermediate level).
* You should have regulatory industry knowledge - highly regarded.
* You should have knowledge of phone systems.
* You should have an understanding of Collections and Hardship – highly regarded.
* You should have previous experience in a customer service role.
What We Offer
* Global exposure.
* Office weekly breakfasts.
* Snacks.
* New office with great facilities.
* Friday happy fridge.
* Variety of team-building events.
* A true people-first and family culture.
* Employee assistance program.
* Development opportunities.
* Hybrid working model - with flexible work-from-home arrangements.