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Collections Specialist 1
Xoom
posted 5d ago
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Key skills for the job
Job Description
As a Collections Specialist, you will engage with PayPal customers where a missed payment has occurred on their account, performing a range of collection duties including providing guidance and education to customers in order to assist with short term or long-term difficulties. You will ascertain what level of support each customer needs, based on their unique situation, and have access to a number of Forbearance options to help customers get back on track. You will show a strong level of empathy and understanding of each customer circumstance and always put the customer at the forefront.
Your Day to Day
- Ensure quality and right customer outcome is upheld for every customer contact
- Maintain and promote a positive attitude while meeting production and quality goals.
- Display initiative to take on additional responsibilities geared towards professional growth and development.
- Reach out to customers via automated Dialer system and email transmission to negotiate payment solutions for their accounts with the aim to bring those back into good standing
- Construct individually tailored solutions while being in compliance with FCA guidelines (TCF, Vulnerable customers etc ).
- Educate customers on different forbearance options available and relevant impact to Credit Bureaus
What do you need to bring
- 1 to 3 years of call center environment experience in voice (Customer service/Collections)
- Fluency in English
- Ability to learn and adapt to new systems and software changes
- Strong working knowledge of external systems and PC based internet and software applications (The Internet, Microsoft Office - Outlook, Word, and Excel)
- Ability to communicate effectively via email and phone using effective grammar and punctuation
- Well-developed sense of urgency and follow through
- Ability to develop and maintain professional working relationships with co-workers and peers
- Ability to adapt to an ever-changing environment which requires flexibility, especially around processes and shifts (which are subject to change, and which can include Saturday work and some late evenings)
- Have a passion for helping and resolving customer issues
- Strong communication skills, excel at customer interaction
- Strong verbal (phone) communication skills actively listen and speak clearly to customers
- Strong written (email) communication skills use proper grammar and punctuation
- Well-developed sense of urgency and follow through
Competencies
- Customer Focus
- Drive for Results
- Problem Solving
- Strong Communication
- Soft skills - Composure/Listening/Empathy
- Teamwork
- Time Management
Leadership principles
- Work as One Team by effectively partnering across individuals, teams, and organizational boundaries to deliver high-quality results .
- Do the right thing by treating each other and our stakeholders with respect and doing what s best for customer s .
- Be a Customer Champion by understanding our customers needs and create their most trusted and useful end-to-end experiences for them.
Employment Type: Full Time, Permanent
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