Call Centre Agent (Collections) at Careers Verified Full Time

Job Title: Call Centre Agent (Collections)

Location: Ikeja, Lagos
Employment Type: Full Time

Job Purpose

• To contact customers with overdue accounts and secure payments while maintaining excellent customer service, handling disputes, and ensuring compliance with legal and company policies.

Key Responsibilities
Debt Collection:

• Contact customers via phone, email, or text to recover overdue payments on accounts.
• Inform customers of their debt and provide them with payment options.
• Negotiate payment terms or payment plans with customers as needed.

Account Management:

• Review customer accounts to assess the level of delinquency and prioritize collection efforts accordingly.
• Keep accurate and up-to-date records of all communication and follow-up actions taken on each account.
• Monitor accounts to ensure payments are made on time according to agreed-upon terms.

Customer Interaction:

• Listen to customers’ reasons for payment delays and provide appropriate solutions or alternatives (e.g., payment plans).
• Maintain a professional, empathetic, and courteous tone during customer interactions to preserve positive relationships.
• Handle disputes and escalate issues to supervisors when necessary.

Compliance & Regulatory Adherence:

• Ensure all collection efforts adhere to relevant legal regulations and internal company policies (e.g., GDPR, Fair Debt Collection Practices Act).
• Maintain confidentiality and security of customer information at all times.

Reporting:

• Provide regular reports on collection activities, payment status, and account closures to management.
• Highlight any problematic accounts or trends that require additional intervention or legal action.

Collaboration:

• Work closely with the finance or billing departments to reconcile discrepancies in payments or accounts.
• Collaborate with other collection agents to share best practices and strategies.

Qualifications

• Education: High school diploma or equivalent (bachelor’s degree preferred).
• Experience: Prior experience in collections, customer service, or call center roles is highly desirable.
• Technical Skills: Proficiency with collections software, CRM systems, and basic computer.

Key Skills & Competencies:

• Strong Communication: Excellent verbal communication skills to clearly explain debt details and payment solutions.
• Negotiation Skills: Ability to effectively negotiate payment terms or payment plans.
• Customer Service Orientation: Empathetic and patient when dealing with customers facing financial difficulties.
• Conflict Resolution: Skilled at handling disputes and finding amicable solutions.
• Persistence: Determined to follow through with collections while maintaining professionalism.
• Time Management: Ability to prioritize accounts and manage a large volume of calls daily.
• Problem-Solving: Capable of quickly resolving discrepancies or issues regarding overdue accounts.

Salary
N80,000 Monthly.

Application Closing Date
16th October, 2024.