Sr. Associate - Customer Care - Collections 5B
Core
Contact customers with overdue accounts via phone, email, and letters to initiate collections and negotiate repayment terms.
Role type
Senior individual contributor debt collector
Builds
Cash inflow for clients
Domain
Financial services / Debt recovery
Required skills
Debt collection, Account reconciliation, Dispute resolution, CRM management, Regulatory compliance, Target achievement
Preferred skills
French (C1), Banking operations, Credit underwriting
Technologies
CRM systems, Collections platforms
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; 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; 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; Follow all applicable legal and regulatory requirements related to debt collection; Work closely with departments like Credit Management, Sales, Supply Chain, Cash Application, and others to resolve outstanding issues; Consistently meet or exceed daily, weekly, and monthly collection targets and KPIs; Ensure timely cash inflow within agreed payment terms and SLAs.