JOB FUNCTIONS AND RESPONSIBILITIESThe Customer Resolutions agent will provide and maintain excellent customer relations by ensuring customer inquiries are handled in a prompt, efficient, courteous, effective, and professional manner. Assist customer queries, collect loan payments, and resolve delinquent customer loans by leveraging retention and liquidation strategies. Manage customer contact through inbound call queues and outbound dialer campaigns. Adhere to investor servicing guidelines and internal policies and procedures.
Display effective collection techniques, call handling skills, and negotiate with confidence to obtain delinquency resolution.
Provide accurate and relevant information to the customer.
Inbound and outbound calls for loans current month owing through foreclosure (Customer Service and Collection Calls in English)
Effectively provide prompt, accurate and professional responses to customer inquiries
Successfully resolve routine inquiries regarding payments, escrow, loan terms etc.
Display active listening skills
Document loan activity on MSP
Actively collect on past due payments
Establish payment arrangements and determine strategies to resolve delinquency
Foreclosure questions and concerns
Determine the reason for default
Counsel customers about consequences of delinquency
Maintaining service levels and call center performance metrics - Schedule Adherence, Average Call Handle Time, Attendance / Availability
Payment Collection and Deal Production
Stable Internet connection Hybrid work from home model. May be required to work in the office eventually
College degree preferred
Open to College undergraduates with 12 months BPO experience preferable in collections department
Ability to handle customer escalations and is the go-to person for leadership to handle more difficult calls
Demonstrates positive attitude, adds to a positive team morale and is eager to take on and learn new things
Ability to work independently
- WORK SCHEDULE OR TRAVEL REQUIREMENTS
Shifts and Schedules: Our call center hours of operation are Monday Friday 8:00am 9:00pm EST, and on Saturdays 8:00am 5:00pm EST, shifts will fall into those timeframes.
Associate must have stable internet connect (>50 mbs speed) while schedule to work from home and must be resided at the base location (Office site) all the time while working from home.
Associate must be flexible as scheduled shift changes and skill set may be changed from Customer service to Customer resolutions and vice versa because of business needs.
Job Type: Full-time
Application Question(s):
- Q
- In a scale of 1-5 (5 being excellent), could you rate the Candidates communication skills
Q2. How many years of International Voice experience does the candidate have
- Q3. Is the candidate OK to work on rotational shifts
Yes
No
- Q4. Is the candidate OK to work from office for initial 6 months
Yes
No
- Q5. What's the candidates educational qualification
Q6. Does the candidate have experience in the Collections department If yes please share some points.- Q7. Ask the candidate to describe their responsibilities here. they have to write on their own:
Q8. Is the candidate residing in Bangalore
Yes
No- Q9. Is the candidate available for a Face to face Interview in Vaishnavi tech park bellandur after the Operations Manager round
Yes
No
- Q10. Is the profile uploaded, the latest resume of the candidate
Yes
No
- Q11. Does the Resume have the Photograph of the candidate
Yes
No
Education:
Work Location: In person
