Collections Agent

Collections Agent For Bill Gosling

Responsibilities
• Negotiate payment terms/arrangements if applicable.
• Review account status/information thoroughly to understand the customer’s inquiry/need.
• Respond to inquiry/need and decide upon the most appropriate solution, if applicable.
• Recommend appropriate solutions, products and/or alternative options to resolve customer inquiry/need, if applicable.
• Overcome consumer objections; refer complaints immediately to the appropriate MC/TL/relevant department.
• Engage with customers on all inbound/outbound calls, emails, and other channels of communication applicable and/ or support to update customer’s account information.
Qualifications
• Previous experience in a Collections role is preferred.
• Expresses and transmits information with consistency and clarity, using active listening techniques to effectively understand provided feedback.
• Summarizes information according to the audience to promote engagement and increase understanding.
• Can break down a situation into smaller pieces to identify key issues, figuring out cause-and-effect relationships in order to solve. Uses logic and analytical methods to come to a realistic solution.
• Provides superior service to both internal and external customers.
• Can focus on desired outcomes, and the means by which they are achieved, by meeting or exceeding standards based on past performance, goals, and objectives, as well as the performance or achievements of others.
• Works cooperatively and effectively with others to reach a common goal. Participates in-group activities, fostering a team environment.
• Able to anticipate, diffuse and resolve disagreements, confrontations, tensions and complaints in a practical and constructive manner in order to achieve results, solve service delivery difficulties, gain acceptance to plans, policy implementation and proposals.