Join our dedicated and innovative team, specializing in customer care and delivering an exceptional collections strategy. Our approach combines professionalism with a strong customer focus, ensuring we provide outstanding support to those facing financial difficulties. This role is ideal for individuals with some experience in collections or customer service who are eager to enhance their skills in a fast-paced, supportive environment.

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.

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