Collections Agent - Utilities Contact Centre
Core
Contact customers with outstanding balances via telephone and writing to help them resolve debt and prevent recurrence.
Role type
Senior Associate Operations (Collections Agent)
Builds
Debt resolution outcomes for utility clients
Domain
Utilities / Business Process Outsourcing (BPO)
Deliverable
client delivery
Required skills
debt collection techniques, negotiation, telephone dialler operation, complaint management, SLA adherence, record maintenance
Preferred skills
international client experience (US market), neutral English accent, multicultural customer orientation
Technologies
telephone dialler systems
Responsibilities
Proactively contact customers inbound and outbound to reduce debt; manage complaints and ensure compliance; liaise with internal and external colleagues; mitigate client risk and escalate when necessary; maintain accurate customer records on systems.
Seniority
Senior, hands-on IC