Handle inbound calls to and from customers regarding their outstanding balances. Utilize multiple communication channels, including phone, email, and chat, to contact customers, provide support and respond to customer inquiries efficiently. Listen to customers' concerns and understand their financial situations to offer appropriate payment solutions. Negotiate payment plans and arrangements that align with company policies, regulatory requirements, and customers' abilities to pay. Maintain accurate and detailed records of customer interactions and payment agreements in the system Provide exceptional customer service by demonstrating empathy, patience, and professionalism in all interactions, while meeting production and quality goals. Stay informed about company policies, procedures, and industry regulations related to collections. Proactively engage in self-development activities, that support your professional growth. including attending training sessions and workshops to enhance your skills and knowledge in collections and customer service 1 year of relevant experience Fluent French Is Essential Customer Focus Drive for Right Customer Outcome Attention to detail Composure Listening and Empathy Flexibility Fluency in French and English required for this role Strong Customer focus - excel at customer interaction, exhibit creativity and skill in delivering practical solutions and thrive in a collaborative team environment. Strong verbal (phone) communication skills: actively listen and speak clearly to customers. Strong written (email) communication skills: use proper grammar and punctuation. Strong working knowledge of external systems and PC based internet and software applications (The Internet, Microsoft Office - Outlook, Word, and Excel) Demonstrates a strong commitment to understanding and meeting the needs of customers in compliance with FCA guidelines and the consumer duty. Ability to adapt to an ever-changing environment which requires flexibility, especially around processes and shifts Reliable High-Speed Internet: Ensure you have a stable and high-speed internet connection to support uninterrupted communication and work activities. Secure and Private Workspace: Create a designated workspace that is free from distractions and provides a secure environment for handling sensitive customer information. Subsidiary:
