• Achieve and maintain all targets and objectives set, and keep generally aware of industry-related issues in the media
• Assist Managerial staff to achieve targets set for the Call Centre
• Ensure that all equipment is kept in good working order and that faults are reported immediately to the appropriate Managerial staff
• Respond to incoming calls within 20 seconds, and leave appropriate messages on outbound calls commensurate with legislation.
• Monitor and respond accordingly to telephone traffic, be available unless agreed with the line manager to take or make calls
• Update accounts immediately and accurately adhering to principles laid down by The Data Protection Act 1998
• Resolve/ log all disputes ensuring accounts are actioned, followed up appropriately and that all relevant parties are notified of results accordingly
• Maintain a professional and businesslike approach at all times when attempting to negotiate repayment of debt.
• Maintain a supply of appropriate forms, and provide data as requested by the line manager
• Ensure user diary and other reports are completed daily
• Forward relevant forms to appropriate departments on the day of completion
• Maintain up-to-date client knowledge of products/services by obtaining literature/ handouts notices etc.

Skills: Target Achievement and Performance Monitoring, Team Support and Collaboration, Equipment Maintenance and Issue Reporting, Effective Call Handling and Communication, Telephone Traffic Management, Accurate Data Management and Compliance, Dispute Resolution and Follow-Up, Professionalism and Negotiation

• Maximise Curve’s recovery of unreconciled transactions.
• Reach out to customers who owe Curve funds, adjust tone to fit the situation and explain complex processes clearly so they are easy to follow.
• Proactively identify ‘vulnerable’ customers to ensure payment plans are reasonable and do not cause harm.
• Utilise transaction knowledge to discern unreconciled transactions from false positives, overriding the system-suggested actions if required.
• Use Looker and Google Sheets to download and maintain a database of unreconciled transactions.
• Use unreconciled transaction data to analyze and identify causes and trends.
• Strategize with colleagues to imagine new and better ways of recovering funds, such as automation of processes.
• Write and edit macros for communicating with customers.
• Negotiating payment in full and or repayment arrangements
• Utilizing skip-tracing tools to locate debtors
• Handle debtor’s inquiries and discuss their account status
• Implement collection processes and procedures professionally and diplomatically, to maximize recovery and minimize debt.

Skills: Customer Communication and Negotiation, Vulnerability Assessment, Transaction Analysis, Data Management and Analysis, Process Improvement and Strategy, Macro Writing and Editing, Skip-Tracing and Debtor Location, Professional Collection Practices

• Handle numerous outbound/inbound calls and emails discussing sensitively with the customer the options around lump sum or payment plans
• Record information accurately on the communication and agreed actions
• Provide daily reviews of collection reports and activity
• User administration of internal blacklist systems - data entry and maintenance
• Investigate cases, collect evidence, and take appropriate action according to protocols
• Maintain case files and data records for monthly analytics reporting
• Keep close communications with management on daily tasks and trending collection activity
• Provide administrative support to the Payment Operations Team 
• Advise customers on the benefits of paying off outstanding debt
• Regular updating and editing of spreadsheets concerning amending balances, proofreading and routine changes
• Meet and exceed individual daily/weekly/monthly targets
• Notifying and contacting debtors of past due balances by telephone, email, mail, etc.

Skills: Customer Communication and Negotiation, Accurate Data Recording, Collection Reporting and Review, Blacklist System Administration, Investigation and Evidence Collection, Case File Management and Analytics, Administrative Support, Debt Collection and Customer Advising

• Full responsibility for own customer portfolio as part of a broader team
• Collecting overdue debtors such as SME & agri, credit cards, and consumer loans through phone calls, emails, and other avenues
• Dispute resolution and negotiation with customers and third-party professional representatives
• Ensuring customer disputes are logged and advised to the business promptly
• Following up on outstanding claims with internal stakeholders
• Conduct calling to customers by phone according to target assignment
• Implementation of code of conduct in collection activity
• Remind the customer that handles to make payment before the due date
• Give information to customers accurately and clearly
• Inform to supervisor or manager to investigate the suspected/fraud account.

Skills: Customer Portfolio Management, Debt Collection Techniques, Dispute Resolution & Negotiation, Issue Tracking & Communication, Target-Driven Calling, Code of Conduct Adherence, Pre-Due Date Reminders, Fraud Detection & Reporting

• Engaging with Customers for the correct outcome (Telephone, Email, In-App Messaging)
• Managing queues and responsibilities.
• Prioritizing workload, and processing confidential paperwork.
• Ensuring external and regulatory requirements are adhered to.
• Actively seeking to improve process and procedure.
• Communicate with regulated debt management companies to assist customers.
• Contacting customers to negotiate repayment on past-due debt
• Combination of Inbound and Outbound calls
• Update customer files and account information after every call
• Report to supervisors and managers
• Maintain effective and cooperative working relationships with the dealers and the sales department

Skills: Customer Engagement and Communication, Queue and Workflow Management, Regulatory Compliance, Process Improvement, Debt Negotiation and Management, Call Handling, Reporting and Supervision, Collaborative Relationships

• Previous experience in a target-orientated environment or collections environment
• Strong negotiation skills and ability to make sensible decisions
• Excellent communication Skills and ability to remain calm and professional at all times
• A target-driven individual
• Collection experience with Call Center experience
• Excellent written and oral communication skills in English
• Ability to work productively and produce results in a dynamic, rapidly changing environment
• Drive to succeed and strong work ethic
• Ability to think quickly and be creative with financial sourcing options
• Outstanding sales and negotiation skills
• Demonstrate a customer-focused orientation

Qualifications: BA in Business Administration with 3 years of Experience

• Must have collections experience ideally within a regulated environment
• Consumer finance would be an advantage
• Analytical skills by use of Excel
• Must be IT literate with experience in using Outlook, and Excel.
• Strong written, numeracy and oral communication skills.
• Accuracy and attention to detail
• To be able to recognize and deal with customers' sensitive circumstances and ensure the appropriate actions are taken
• Ability to prioritize, be organized, and efficient
• Flexibility with the capability to adapt to change, and new practices and cope under pressure but with the ability to recognize when to seek assistance
• Able to integrate within a team and able to work on your initiative
• A friendly and helpful approach

Qualifications: BA in Finance with 2 years of Experience

• Working experience in a call center or collection agency 
• Have the ability to relate to people from a variety of different backgrounds
• Be persuasive, persistent, and self-motivated
• Have de-escalation, advanced customer service, and analytical skills
• Knowledge of billing, collections, and customer service procedures
• Experience within an order to collect processes in the BPO/BPM/DPO industry
• GCE A/L Passed is Mandatory/University Level
• Proven track record in meeting targets and SLAs.
• PC literacy, particularly in MS Office (Windows NT).
• Fluency in English language, both written and verbal.
• Ability to interact and communicate effectively, orally and in writing.

Qualifications: BA in Accounting with 3 years of Experience

• Customer service and/or collections experience 
• Familiarity with the Fair Debt Collection Practices Act (FDCPA), Fair Credit Reporting Act (FCRA) and all other federal and state laws and regulations related to collections
• Excellent interpersonal and customer service skills
• Excellent written and verbal communication skills
• Ability to organize, prioritize and handle multiple tasks efficiently
• Ability to work independently with little supervision.
• Adaptable to a changing environment and flexible about working patterns.
• Basic financial skills including knowledge of commonly used collections practices and procedures.
• Proficient in working on a PC, and competent in the use of Microsoft Office - full proficiency in Excel, Outlook, and Word.
• Applicable training/experience in a call center environment with commercial customers and business-to-business collections or customer service.

Qualifications: BA in Management with 4 years of Experience

• Customer service and Sales/Collections working experience 
• Real Estate experience and knowledge
• Strong knowledge of Microsoft Office applications, especially Excel.
• Experience with Google Suite, Database and Microsoft Office experience
• Ability to learn new technology easily 
• Must have a kind, understanding personality with the courage to collect debts
• Excellent customer service and communication skills
• Self-motivated, highly driven, sales-oriented team player
• Call center working experience
• Ability to effectively communicate in person, by email, and by phone

Qualifications: BA in Marketing with 3 years of Experience