Customer Service Representative

About the role

We are looking for a Customer Service Representative to handle a collection account in a BPO environment. The successful candidate will communicate with customers regarding outstanding balances, provide payment assistance, negotiate repayment arrangements, and maintain accurate account records while ensuring professional customer service and compliance with company policies.

Key Responsibilities:

• Contact customers regarding overdue accounts and outstanding balances through calls, messages, and other approved communication channels.
• Provide accurate information about account status, payment terms, and available payment options.
• Negotiate reasonable payment arrangements and encourage timely settlement of outstanding balances.
• Handle customer inquiries, complaints, and disputes professionally and efficiently.
• Maintain accurate records of customer interactions, collection efforts, and payment commitments in the system.
• Follow collection procedures, company policies, and applicable regulations.
• Meet daily, weekly, and monthly collection targets and performance metrics.
• Escalate complex account issues, payment disputes, and uncooperative customers to the appropriate team.
• Protect confidential customer information and ensure proper handling of account data.
• Provide timely follow-ups on promised payments and unresolved accounts.

Qualifications:

• Must have prior experience handling a Collection Account in a BPO environment.
• Good communication and negotiation skills.
• Customer-oriented, patient, and professional when dealing with customers.
• Ability to meet performance metrics.
• Basic computer skills and familiarity with collection systems or CRM tools.
• Willing to work onsite and follow the assigned work schedule.