Customer Service Representative (Collections) at Careers Verified

Description 

• A Customer Service Representative in Collections is responsible for contacting customers to collect overdue payments and resolve outstanding account balances.
• The role involves maintaining professionalism, adhering to company policies, and providing exceptional customer service while negotiating repayment plans or resolving disputes.
• This position requires strong communication, problem-solving, and time-management skills.

Key Responsibilities
Collections Activities:

• Contact customers via phone, email, or other communication channels to collect overdue payments.
• Notify customers of outstanding balances and payment deadlines.
• Negotiate repayment plans or settlements in alignment with company policies.

Customer Service:

• Handle customer inquiries regarding account balances, payment options, and billing discrepancies.
• Provide accurate information and resolve disputes promptly.
• Maintain a professional and empathetic approach to customers facing financial difficulties.

Account Management:

• Update customer account information, payment arrangements, and follow-up actions in the system.
• Monitor and track account activity to ensure adherence to agreed payment plans.
• Recommend accounts for escalation, legal action, or write-offs, when necessary

Reporting and Metrics:

• Prepare and submit daily/weekly reports on collection activities and outcomes.
• Monitor and achieve individual and team performance targets, including collection rates and call quality.

Requirements

• Interested candidates should possess a Bachelor's Degree, HND or OND qualification.