Job Summary:
The Collections Representative will be accountable for maintaining contact with clients through various communication methods to establish appropriate payment arrangements and foster strong partnerships for the company's advantage. The role necessitates knowledge of current regulations and the capability to abide by the company's process and script for dealing with dishonored payments. In addition, the Collections Representative will be responsible for administrative tasks related to data and providing timely reports of key performance indicators to the Head Office.
Job Details:
- Collections Representative
- Bridgetowne, QC – On-site
- Monday to Friday | 6 AM to 3 PM
- *Following New Zealand’s time zone
- *Following New Zealand’s Holidays
Responsibilities:
- Contact customers via multiple communication channels (phone, email, text, social, etc.) to establish suitable payment plans and build strong relationships.
- Meet weekly KPI's for collections and ensure all work is completed in the required timeframe.
- Perform data admin tasks, such as data entry, skip tracing, processing of Direct Debits/Dishonors, updating FinConnect, and filing.
- Follow the company's dishonor process and script to encourage customers to pay.
- Identify areas of improvement in terms of efficiency and communicate these ideas to the team and management.
- Keep up to date with the latest legislation regarding the CCCFA, Fair Trading, Consumer Guarantees, Door to Door Act, and any others that are relevant to the customer base.
- Have an acute understanding of all customer contracts to ensure compliance with legal parameters.
- Provide relevant feedback through on-time reporting of KPI's to Head Office, including the actions taken to contact the customer.
- Display a professional manner while encouraging commitment to payment and emphasizing the benefits to the customer of adhering to their committed payment schedule.
- Using verbal communication skills to manage people and maintain positive public opinion of the company.
- Attend all team and individual meetings on time and as required.
- Minimize losses while cost-effectively estimating the probability of successful recovery and recommending the best next courses of action.
Qualifications:
- A minimum of 3 years of experience in a customer service or collections role, preferably in a financial services, banking, or lending environment.
- Strong numerical abilities
- Strong verbal communication skills and the ability to effectively negotiate and resolve issues.
- Familiarity with customer contracts and an understanding of legal compliance.
- Proven experience in administrative tasks, including data entry and record keeping.
- Excellent organizational and time management skills.
- Strong problem-solving skills and the ability to work well in a team environment.
- Strong attention to detail and the ability to maintain accuracy in a fast-paced environment.
- Strong computer skills and proficiency in relevant software and tools.