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Job Description
Customer Engagement & Negotiation:
Customer Engagement & Negotiation:
- Conduct debt-related conversations with customers in a professional, empathetic, and respectful manner to address overdue balances.
- Formulate and propose customized repayment strategies tailored to each customer’s financial situation to facilitate the settlement of outstanding debts.
- Educate customers on repayment terms, payment options, and potential consequences of non-payment.
- Actively manage and monitor customer repayment obligations, ensuring adherence to agreed-upon terms.
- Make outbound collection and recovery calls to motivate timely repayments, effectively handling objections and resolving disputes when necessary.
- Consistently meet or exceed assigned collection targets by employing efficient collection methodologies.
- Ensure strict compliance with company policies, industry best practices, and regulatory requirements governing collections activities.
- Act as the primary point of contact for customer inquiries regarding repayment on overdue accounts, addressing concerns and providing timely resolutions.
- Collaborate with internal teams to escalate and resolve complex cases promptly, ensuring a seamless customer experience.
- Provide feedback to the team and management regarding recurring customer issues or bottlenecks in the collections process.
- Stay updated on industry trends, regulatory changes, and best practices to enhance the effectiveness of collections efforts.
- Possess minimum SPM or equivalent.
- Experience in collections or in a call center background is a plus.
- Possesses strong interpersonal skills and is able to thrive in a dynamic work environment.
- Have good composure and showcase excellent problem-solving solving skills.
- Excellent in both written and verbal communication in English and Malay. Fluency in Mandarin is a plus.
Job Description
Customer Engagement & Negotiation:
Customer Engagement & Negotiation:
- Conduct debt-related conversations with customers in a professional, empathetic, and respectful manner to address overdue balances.
- Formulate and propose customized repayment strategies tailored to each customer’s financial situation to facilitate the settlement of outstanding debts.
- Educate customers on repayment terms, payment options, and potential consequences of non-payment.
- Actively manage and monitor customer repayment obligations, ensuring adherence to agreed-upon terms.
- Make outbound collection and recovery calls to motivate timely repayments, effectively handling objections and resolving disputes when necessary.
- Consistently meet or exceed assigned collection targets by employing efficient collection methodologies.
- Ensure strict compliance with company policies, industry best practices, and regulatory requirements governing collections activities.
- Act as the primary point of contact for customer inquiries regarding repayment on overdue accounts, addressing concerns and providing timely resolutions.
- Collaborate with internal teams to escalate and resolve complex cases promptly, ensuring a seamless customer experience.
- Provide feedback to the team and management regarding recurring customer issues or bottlenecks in the collections process.
- Stay updated on industry trends, regulatory changes, and best practices to enhance the effectiveness of collections efforts.
- Possess minimum SPM or equivalent.
- Experience in collections or in a call center background is a plus.
- Possesses strong interpersonal skills and is able to thrive in a dynamic work environment.
- Have good composure and showcase excellent problem-solving solving skills.
- Excellent in both written and verbal communication in English and Malay. Fluency in Mandarin is a plus.