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 Reach out to customers via an automated Dialer system, inbound calls, and email transmission to establish affordable payment solutions for their accounts. Construct individually tailored solutions while following all local laws and regulations regarding Collections and Debt recovery. Maintain and promote a positive attitude while achieving the Right Customer Outcome and quality goals. Display initiative to take on additional responsibilities geared towards professional growth and development. Identify and guide Vulnerable customers to achieve the Right Customer Outcome Identify payment options on past due accounts to bring accounts in positive standing as well as construct individually tailored solutions for all facets of the customer's repayment management through the use of education and debt repayment plans. Signpost customers to the correct plan to suit their needs. Discuss affordability testing tailored to meet the customer's circumstances. 1 year of relevant experience Fluent in Spanish and English (written and verbal) Strong Customer focus - Excels at customer interaction, exhibits creativity and skill in delivering practical solutions and thrives in a collaborative team environment. Strong verbal (phone) & written (email) communication skills: actively listen and speak clearly to customers and 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) Ability to adapt to an ever-changing environment that requires flexibility, especially around processes and shifts (which are subject to change, and which can include Weekend work and some late evenings) Reliable High-Speed Internet: Ensure you have a stable and high-speed internet connection to support uninterrupted communication and work activities. Demonstrate a strong commitment to understanding and meeting the needs of customers in compliance with FCA guidelines and consumer duty. Secure and Private Workspace: Create a designated workspace that is free from distractions and provides a secure environment for handling sensitive customer information.
