About this role
Firstsource
THIS IS A DUMMY JD PLEASE REACH TALENT AQUISITION TO REQUEST PROPER DESCRIPTION
About Firstsource
Firstsource Solutions is a leading provider of customized Business Process Management (BPM)
services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.
We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.
Our clientele includes Fortune 500 and FTSE 100 companies
Job Title: Collections Representative
Job Type: Full Time
Grade: H2
Function/Department: Operations
Reporting to: Team Leader-Operations
Pay Range: XXXXX
Role Description: As a Collections Representative, your primary responsibility is to assist in the recovery of outstanding debts from individuals or businesses who have overdue accounts. You will employ effective communication and negotiation skills to reach mutually beneficial solutions while upholding ethical standards and compliance with relevant laws and regulations.
Roles & Responsibilities
-
Contact debtors through phone calls, emails, or written correspondence to negotiate payment arrangements, settle outstanding balances, and collect overdue payments.
-
Engage with debtors professionally and empathetically, addressing inquiries, disputes, and concerns while maintaining a positive customer experience.
-
Develop and propose repayment plans or settlements that consider the debtor's financial circumstances, while also meeting the organization's objectives.
-
Maintain accurate and detailed records of all communication and payment agreements, ensuring compliance with legal and regulatory requirements.
-
Stay informed about federal and state debt collection laws and regulations
-
Utilize skip-tracing techniques and tools to locate and communicate with debtors who are difficult to reach or have changed their contact information.
-
Handle incoming payments, accurately allocate funds to debtor accounts, and update account information accordingly.
-
Deliver high levels of CSAT / NPS scores / others
-
Communicate with company supervisors and collection managers.
-
Reach out to designated delinquent customers and utilize various skip-tracing resources.
Preferred Educational Qualifications
- XXXXX
Preferred Work Experience
- XXXXX
Competencies & Skills
-
Strong interpersonal and negotiation skills, with the ability to maintain professionalism in challenging situations.
-
Knowledge of debt collection laws and regulations, particularly the FDCPA.
-
Proficiency in computer software and data entry.
-
Excellent organizational and time-management abilities.
-
Attention to detail and accuracy in record-keeping.