Executive - Contact Centre (Credit Card Collections)

The Telephonic Credit Card Collection and Recovery Specialist is responsible for managing overdue credit card accounts through effective communication with customers. This role requires strong negotiation skills, empathy, and the ability to handle difficult conversations while maintaining a professional demeanour.

Key Responsibilities:

Conduct outbound and inbound calls to customers with delinquent credit card accounts to discuss payment options and recovery solutions.

Negotiate repayment plans and settlements while adhering to company policies and compliance regulations.

Maintain accurate records of customer interactions, payment arrangements, and account statuses in the database.

Provide exceptional customer service by addressing customer inquiries and resolving issues related to account balances and payment processes.

Collaborate with team members to achieve collection targets and contribute to departmental goals.

Monitor accounts for potential escalation and recommend appropriate actions to management.

Stay updated on industry trends, regulatory changes, and best practices in debt collection.

Qualifications:

High school diploma or equivalent; bachelor\u2019s degree in finance, business, or a related field is a plus.

Proven experience in collections, customer service, or a related field, preferably within the financial services industry.

Strong communication and interpersonal skills, with the ability to build rapport with customers.

Excellent negotiation and problem-solving skills.

Proficient in using computer systems and collection software.

Knowledge of relevant laws and regulations governing debt collection (eg, FDCPA).

Key Competencies:

Resilience and ability to handle rejection or difficult conversations.

Attention to detail and accuracy in record-keeping.

Time management skills to handle a high volume of calls efficiently.

Empathy and a customer-focused approach to resolving issues.

Working Conditions:

Primarily office-based or remote, with a standard work schedule that may include evenings or weekends as needed.

May require occasional overtime during peak collection periods.

Benefits:

Competitive salary and performance-based incentives.

Comprehensive health benefits.

Opportunities for professional development and career advancement.

Positive and supportive work environment.