Collections Agent

**Collections Agent****Scope**:The Collections Agent is responsible for following client-established guidelines to recover outstanding balances while providing a positive customer experience. The agent must adhere to compliance requirements, use approved scripts during interactions, and demonstrate empathy while educating debtors about payment options and account status. Responsibilities include handling inbound and outbound calls, negotiating payment arrangements, and accurately documenting all interactions.**Reports to**: Collections Supervisor**Agent Responsibilities**- Follow client-established collection procedures and scripts.- Ensure compliance with regulatory and company guidelines.- Maintain accurate and thorough documentation of all interactions.- Demonstrate empathy and professionalism in all customer interactions.- Provide clear and concise information about payment options and account status.- Handle inbound and outbound calls efficiently to meet collection goals.**Essential job functions**- Call Handling: Initiate and receive calls to/from debtors, providing required disclosures and using scripts in accordance with compliance standards.- Payment Negotiation: Offer tailored payment solutions while ensuring a positive customer experience.- Compliance Adherence: Follow regulations, guidelines of debt collection, proper documentation, call recording disclosures.- Account Verification: Verify customer identity through approved security checks before discussing account details.- Empathy Education: Demonstrate empathy while educating customers on their account status and payment options.- Recap and Documentation: Provide a clear summary of discussions and accurately document call details in the system.- Handle Disputes: Address and escalate debtor concerns professionally, following dispute resolution procedures.- **Other job duties**_- Stay updated on collection policies and regulatory changes.- Participate in training and performance reviews.- Maintain high accuracy to prevent compliance violations.- Ensure a professional and respectful approach in all debtor interactions.**Competencies**- Strong negotiation and communication skills.- Ability to manage multiple accounts effectively.- Excellent problem-solving abilities and attention to detail.- Strong adherence to compliance and ethical standards.- Ability to work independently and as part of a team.- Customer service orientation with a professional approach.**Educational experience**- High School Diploma or equivalent.- Experience in customer service, collections, or related fields preferred.- Proficiency in computer systems and CRM tools.**Physical Demands**- Ability to work at a computer for extended periods.- Capable of handling high call volumes in a structured office environment.Pay: $12,500.00 - $15,000.00 per month**Experience**:- Collections: 1 year (required)- Call Center: 1 year (required)**Language**:- English C1 (required)Work Location: In personApplication Deadline: 28/02/2025Expected Start Date: 03/03/2025