Sr. Associate - Customer Care - Collections 5B
Core
Contact customers with overdue accounts via phone, email, and letters to initiate collections, negotiate repayment terms, and resolve billing disputes.
Role type
Senior Associate, Customer Care - Collections
Builds
Cash inflow and recovered debt for clients
Domain
Financial Services / Debt Collection
Deliverable
client delivery
Required skills
Account Maintenance, Credit Underwriting, Loan Servicing, Cash Application, Banking Capital Markets, Retail Banking, Wealth Management
Preferred skills
Certified Data Processor (CDP), Professional Customer Service
Technologies
CRM, Collections Systems
Responsibilities
Reach out to customers with overdue accounts using phone, email, and letters to initiate collections; Negotiate repayment terms and settlements in accordance with company policies; Monitor accounts for overdue payments, delayed settlements, credit irregularities, or unapplied items; Reconcile account balances with customers and address unapplied credits; Maintain detailed and accurate records of all customer communication and payment commitments; Log outcomes of collection efforts and follow-ups in CRM or collections systems; Prepare and submit regular collection activity reports for management review; Investigate and resolve customer complaints or disputes related to billing or payments; Escalate unresolved or complex cases to senior staff or legal teams as needed; Work closely with departments like Credit Management, Sales, Supply Chain, Cash Application, and others to resolve outstanding issues; Provide necessary documentation to support third-party collections or bankruptcy cases; Consistently meet or exceed daily, weekly, and monthly collection targets and KPIs; Ensure timely cash inflow within agreed payment terms and SLAs; Follow all applicable legal and regulatory requirements related to debt collection; Adhere to company policies, SOPs, and standard quality benchmarks.