Customer Support and Collections Representative | Full-time Remote

Description:

We’re seeking a dedicated and empathetic individual to join our team as a Customer Support and Collections Representative. This role will entail being the first point of contact for our customers and provide support through calls and emails and handle collections-related communications.

Key Responsibilities:

- Respond to inbound customer support queries via email, phone, or SMS and offer solutions and convey information.
- Manage collections and contact customers regarding overdue payments or delinquent loans.
- Negotiate payment plans while maintaining a high level of customer service.
- Collaborate with the operations team to improve customer service experiences and enhance customer retention.
- Comply with all company policies and regulations, and legal requirements related to collections and customer service.
- Provide feedback on the efficiency of the customer service process and contribute to the improvement of team and company performance.
- Handle sensitive information with confidentiality and professionalism.
- Ability to manage a high volume of outbound calls daily to delinquent accounts, ensuring timely follow-ups and maintaining accuracy in account updates.

Requirements:

- Excellent English verbal and written communication skills.
- A patient and empathetic attitude.
- Good internet connection.
- Availability to work from 9am – 5pm Eastern Time.
- High degree of professionalism and capability to handle sensitive and confidential information.
- Strong problem-solving skills and attention to detail.
- Ability to work independently and as a part of a team.
- Own computer/laptop with a reliable microphone and headset setup.
- Experience in collections in a financial service setting.
- Familiarity with skip tracing techniques and best practices.

Nice to have:

- Background in finance.
- Background in customer service, particularly in a financial services environment.



Application process:

If you’re interested in applying for the role, please attach a link to your resume, highlighting your customer service experience and a short video introduction of yourself.