CALL CENTER AGENT – OUTBOUND CUSTOMER SERVICES & ORDERS – COLLECTIONS

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Brief description

The position of call center agent (outbound customer service & orders – collections) consists of contacting and notifying clients of delinquent accounts by telephone to solicit payment. It also consists of writing emails to clients, receiving and posting payment amounts to customer’s account.

Tasks

  • Acknowledge and resolve customer complaints;
  • Develop and maintain knowledge of all services and equipment offered by the company;
  • Gain an understanding of each customer’s circumstances;
  • Identify fraudulent accounts;
  • Keep current with program information, trends and developments in your field;
  • Keep records of customer interactions and transactions;
  • Make financial decisions to protect or collect revenues and adjust customer accounts;
  • Negotiate repayment terms that work for both customer and the company;
  • Work with bankruptcy rules and with minimal supervision;
  • Write emails to clients and ensure that the customer’s records are kept up to date.

Qualifications and requirements

  • A high school diploma or equivalent;
  • Ability to give full attention to what other people are saying, and to be aware of other’s reactions and understand why they react as they do;
  • Ability to persuade others to change their minds or behavior.

Competencies (in order of importance)

  • Self Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
  • Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations.
  • Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.
  • Integrity — Job requires being honest and ethical.
  • Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.

 Lines of communication

  • Please Identify where the position fits within the hierarchy of your organization.

 Working conditions

  • Please indicate if the position is full time or part time. Also list any unique working conditions (such as working hours) that the candidate should know about.

 

 

Working conditions

  • Please indicate if the position is full time or part time. Also list any unique working conditions (such as working hours) that the candidate should know about.