The Job Role and Responsibilities

The primary responsibilities of a collections representative would be:

• Manage large amounts of incoming and outgoing calls
• Ability to understand the customer financial situation through FFQ’s, probing and providing assistance and plans to collect the dues.
• Should have a clear understanding of delinquency levels and buckets.
• Answer calls professionally to provide information about products and services, take/ cancel orders, or obtain details of complaints.
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Process orders, forms and applications.
• Follow up to ensure that appropriate actions were taken on custo...