- Negotiation & persuasion skills with ability to connect with customers.
- Understand different delinquency cycle(s) of (business to consumer/business to business)
(mention products to collect from) (if needed mention consumer or corporate products) .
- Effectively manage mid-range arrears customers, preventing accounts rolling through to
write-off and working in line with the company’s contact strategy.
- Provide advice, guidance, and options to customers who are in financial difficulty, which is
affecting their ability to make the required repayments.
- Support the Company Collections and Customer Growth by taking ownership and working
alongside the customer during their financial circumstance.
- Negotiate positive outcomes for customers while gaining a good understanding of their
financial position and ability to repay.
- Carry out additional duties, including providing support on ad hoc tasks and projects as
required within the business.
- Effective communicator as role will often require building rapport with consumer to
understand the reason for debt delinquency.
- Follow and maintain compliance, quality assurance, and client-specific standards on all
accounts handled.
- Able to work and navigate through multiple system to check and provide information
related customer account.
- Meet key KPIs on day-to-day basis set up by the process based on client’s requirement.
- Able to demonstrate empathy and sympathy on the call with customer.
- Ability to be polite and compassionate without lacking confidence.
- To respect and act according Teleperformance’s rules, regulations, and values
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Working in a finance-related field, but not actively working with money, a level of responsibility, trust, honesty and integrity are crucial.
