Collections Customer Partner
hace 1 mes
About Kueski
At Kueski, we're dedicated to improving the financial lives of people in Mexico. Since 2012, we've been the leading buy now, pay later (BNPL) and online consumer credit platform in Latin America, known for our innovative financial services. Our flagship product, Kueski Pay, provides seamless payment solutions for both online and in-store transactions, establishing itself as the preferred option for a quarter of Mexico's top e-commerce merchants. Notably, we were the first to introduce BNPL on Amazon Mexico.
We're a tech company with a culture geared toward innovation, collaboration, and impact, fostering a strong, diverse, and inclusive company culture. In 2023, Kueski was recognized as the top BNPL platform by Fintech Breakthrough and earned the title of one of Mexico's most ethical companies from AMITAI. Additionally, we ranked as one of the Best Companies for Female Talent by EFY.
Propósito
Cómo Collections Customer Partner, estarás dedicado a buscar contacto con nuestros clientes (Por llamadas, WhatsApp, etc.) cuyas cuentas están en atraso, buscando la liquidación total o que la cuenta se ponga al corriente en el menor tiempo (depende del producto que se cobre), con el mejor servicio y cumpliendo los estándares de Calidad establecidos.
\Responsabilidades Clave
- Recuperar el mayor número de cuentas en el menor tiempo posible manteniendo los más altos estándares de servicio
- Garantizar la máxima recuperación en las cuentas internas a través del contacto telefónico entrante/saliente y WhatsApp (y otros medios), manteniendo altos niveles de calidad y satisfacción del cliente
- Seguir los protocolos, procesos y material de entrenamiento previsto para el manejo de cada interacción
- Identificar la razón de no pago, proveer y aclarar información de la cuenta, brindar soluciones y posibles alternativas buscando cerrar un acuerdo de pago para la liquidación de la cuenta en cada contacto
- Asesorar y persuadir a los clientes para que paguen los montos adeudados en sus cuentas de acuerdo a la estrategia de cobranza por nivel de atraso
- Aprovechar cada contacto con los clientes y generar un acuerdo de pago efectivo. En caso de tener contacto con las referencias o en números adicionales, dejar un mensaje que motive a que nuestro cliente se comunique o realice su pago
- Dejar recados efectivos (preguntar por hora de contacto, teléfono adicional donde contactar, dejar el número al que nos puede llamar el cliente, pedir educadamente que pasen el mensaje) con los terceros que atienden en los números que el cliente dejó como contacto
- Conocer y revisar tu desempeño, diario, semanal y mensual, buscando lograr en performance y calidad la meta establecida por cada canal, participar activamente en la recuperación grupal e individual
- Tener una comunicación escrita con una buena redacción y ortografía para realizar una cobranza por medio de WhatsApp
- Registrar correctamente la información del resultado de la interacción como son; notas, resultado de la gestión y otros en las herramientas como: CRM, dashboards, etc. durante la llamada o interacción activa
- Mantener registro de todas las interacciones en los sistemas como son: dashboard y centro de llamadas (CCoC) de forma clara, concisa y comprensible
- Asegurar una conectividad a internet ininterrumpida durante el turno de trabajo para garantizar su máxima productividad
- Permanecer activo durante la jornada de trabajo en las actividades de cobranza (llamadas, WhatsApp, etc)
- Compromiso para cumplir a cabalidad la jornada de trabajo diaria y de no ser posible apegarse al protocolo de desconexión
- 1- 3 años de experiencia en cobranza de productos financieros (mora temprana, tardía, y extrajudicial) telefónica, agencias de cobranza, centros de contacto o afín
- Licenciatura trunca (+50%) o concluida
- Profesionales determinados, que gusten de proveer el mejor servicio mientras buscan recuperar las cuentas en atraso por medio de llamadas de salida (discador automático) así como atendiendo las llamadas entrantes de nuestros clientes
- Profesionales que tengan el gusto por los retos (multiskill) atendiendo llamadas y al mismo tiempo gestionando interacciones por whatsapp y/o correos.
- Flexibilidad para trabajar y rolar horarios que cubran la ventana de servicio de lunes a domingo, así como días feriados.
- Gusto por aprender y operar en actividades rutinarias o repetitivas
- Capacidad para trabajar de forma independiente y eficiente con un historial de asistencia excepcional y buena etiqueta telefónica.
- Acostumbrado a trabajar bajo esquemas de productividad basados en scorecard con medidores en base a resultados como: llamadas ò interacciones por hora, acuerdos ò promesas por hora, tasa de cumplimiento de pago ò promises paid, monto recuperado, etcetera
- Excelente ortografía
- Manejo de Google sheet
- Nuestra cultura de trabajo se enfoca en la importancia y valor que otorgamos a nuestros clientes trabajando en equipo, inmersos en un ambiente de humildad e integridad
- Buscamos que nuestros colaboradores diseñen su plan de carrera profesional y personal, la retroalimentación y el reconocimiento están integrados en nuestros procesos, sistemas y buenas prácticas
- Garantizamos un salario competitivo y bienestar con seguro de gastos médicos mayores, programas para la salud mental y emocional, además de tiempo de trabajo flexible
- Nuestro compromiso con la diversidad, la equidad y la inclusión garantizan que trabajes en equipos que te desafíen, apoyen e inspiren en un entorno colaborativo, de alto rendimiento y flexible
Kueski: Donde la excelencia de talento mejora la vida de los mexicanos
#LifeAtKueski
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