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Collections Specialist
2 months ago
About the Role:
We are seeking a skilled Collections Specialist to join our dedicated team at Lyca Mobile Group. As a Collections Specialist, you will play a crucial role in delivering an exceptional collections strategy, combining professionalism with a strong customer focus.
Key Responsibilities:
- Engage with customers to resolve outstanding bill arrears by working collaboratively with both customers and key stakeholders to deliver an excellent customer experience.
- Make and receive telephone calls to support customers, empathetically understanding their situation and finding mutually beneficial solutions to recover outstanding debts.
- Negotiate, implement, and monitor feasible repayment solutions that consider the customer's circumstances while balancing the business's best interests.
- Troubleshoot issues and proactively identify opportunities to enhance the customer experience throughout the collections process.
- Maintain regular, proactive contact and build strong relationships with customers throughout the collections lifecycle.
- Gather information by asking insightful questions to understand the customer's circumstances and offer appropriate solutions.
- Identify customer vulnerabilities and provide tailored support to address them.
- Conduct income and expenditure assessments to negotiate suitable payment plans for customers facing financial challenges.
- Address customer queries related to their accounts through various communication channels.
- Ensure all collections activities are compliant with relevant regulations, treat customers fairly, and adhere to company policies and guidelines.
About You:
- Strong verbal and written communication skills, able to engage with customers in a friendly and professional manner across various channels.
- Excellent negotiation skills, with the ability to find compassionate and practical solutions for customers experiencing financial difficulties.
- High attention to detail, with the ability to accurately document customer information.
- Capable of handling sensitive financial information with discretion and confidentiality.
- Skilled in managing challenging conversations with customers while maintaining professionalism and empathy.
- Passionate about providing outstanding customer service.
- Ability to navigate complex situations and offer clear, empathetic support to customers.
Qualifications and Experience:
- Previous experience in customer service or collections is preferred but not required.
- Strong problem-solving abilities and a proactive approach to resolving customer issues.
