Call Centre Agent (Collections) at Careers Verified

At Careers Verified, we go beyond narrowly defined client’s issues, we create opportunities for our clients, candidates, colleagues, collaborators, and the community. Through a network of diversified but highly complementary line of business, we help organizations find critical talent, access cutting-edge advice and get the innovative support they require to grow in a challenging market. We partner with businesses and organizations of varying size and structure across diverse sectors, such as Oil and Gas, Engineering, Finance, Telecom, FMCG, Legal, Technology, Healthcare, Travel and Aviation etc. to enhance business performance and to optimize for growth to achieve exceptional results. What sets us apart is the depth of our capabilities, creative problem solving approach and proven track record in our practice area combined with in-depth knowledge of the realities of the industries we serve.

We are recruiting to fill the position below:

Job Title: Call Centre Agent (Collections)

Location: Ikeja, Lagos
Employment Type: Full Time

Job Purpose

• To contact customers with overdue accounts and secure payments while maintaining excellent customer service, handling disputes, and ensuring compliance with legal and company policies.

Key Responsibilities
Debt Collection:

• Contact customers via phone, email, or text to recover overdue payments on accounts.
• Inform customers of their debt and provide them with payment options.
• Negotiate payment terms or payment plans with customers as needed.

Account Management:

• Review customer accounts to assess the level of delinquency and prioritize collection efforts accordingly.
• Keep accurate and up-to-date records of all communication and follow-up actions taken on each account.
• Monitor accounts to ensure payments are made on time according to agreed-upon terms.

Customer Interaction:

• Listen to customers' reasons for payment delays and provide appropriate solutions or alternatives (e.g., payment plans).
• Maintain a professional, empathetic, and courteous tone during customer interactions to preserve positive relationships.
• Handle disputes and escalate issues to supervisors when necessary.

Compliance & Regulatory Adherence:

• Ensure all collection efforts adhere to relevant legal regulations and internal company policies (e.g., GDPR, Fair Debt Collection Practices Act).
• Maintain confidentiality and security of customer information at all times.

Reporting:

• Provide regular reports on collection activities, payment status, and account closures to management.
• Highlight any problematic accounts or trends that require additional intervention or legal action.

Collaboration:

• Work closely with the finance or billing departments to reconcile discrepancies in payments or accounts.
• Collaborate with other collection agents to share best practices and strategies.

Qualifications

• Education: High school diploma or equivalent (bachelor’s degree preferred).
• Experience: Prior experience in collections, customer service, or call center roles is highly desirable.
• Technical Skills: Proficiency with collections software, CRM systems, and basic computer.

Key Skills & Competencies:

• Strong Communication: Excellent verbal communication skills to clearly explain debt details and payment solutions.
• Negotiation Skills: Ability to effectively negotiate payment terms or payment plans.
• Customer Service Orientation: Empathetic and patient when dealing with customers facing financial difficulties.
• Conflict Resolution: Skilled at handling disputes and finding amicable solutions.
• Persistence: Determined to follow through with collections while maintaining professionalism.
• Time Management: Ability to prioritize accounts and manage a large volume of calls daily.
• Problem-Solving: Capable of quickly resolving discrepancies or issues regarding overdue accounts.

Salary
N80,000 Monthly.

Application Closing Date
16th October, 2024.