Account Manager, CE

Midland Credit Management, an Encore Capital Group Company; Gurugram District; On-site; INR 350,000 - 600,000; Full time

Job summary

Midland Credit Management India is seeking a Customer Support Consultant to handle external and internal customer service tasks within External Collections and Customer Support. The role focuses on meeting SLA metrics, negotiating payment resolutions, and maintaining accurate records across systems.

The ideal candidate has at least 1 year of experience in an international voice process and a graduate qualification.

Qualifications

• Minimum 1 year experience in International VOICE process.
• Candidate should be a Graduate.
• Candidates can be from UK/US - Collections/Non-Collections background.
• Candidate should not be from Tech-support background.

Responsibilities

• Ensure Service Level Agreement parameters are met, including incoming post/fax/emails and work lists and export files.
• Facilitate verbal and written communication with customers and authorised third parties as required.
• Maintain accurate records on the Company’s internal systems.
• Carry out high quality service and ad-hoc duties as requested by management.
• Negotiate with customers or authorised third parties to reach payment resolutions.
• Provide an efficient professional service to internal and external stakeholders.
• Provide support and guidance to other teams within support operations as required.
• Use Cabot’s and other systems to obtain and process customer documentation.

Education

Bachelor Degree

Job description

Reporting to the Group Manager, Customer Support Consultant is responsible to provide customer service to our external and internal customers and third parties, being responsible for carrying out relevant and designated tasks within the External Collections and Customer Support function.

Responsibilities

• Ensure Service Level Agreement parameters are met, including incoming post/fax/emails and work lists and export files. - 15%
• Facilitate verbal and written communication with customers and authorised third parties as required. - 10%
• Maintain accurate records on the Company’s internal systems. -10%
• Maintain a high level of quality at all times & carry out any other ad-hoc duties as requested by management. - 10%
• Negotiate with the customer or authorized third parties to reach agreement on payment or resolution of issues. - 10%
• Provide an efficient professional service to both internal and external stakeholders at all times. - 10%
• Provide support, cover, assistance and or guidance to other teams within support operations as required. - 10%
• Use a variety of systems in addition to Cabot’s internal systems to obtain, utilise and process documentation relating to customers / authorised third parties. - 10%

Education

Required: Bachelor; Any

Experience

Required: Minimum 1 year experience in International VOICE process Candidate should be a Graduate Require Candidates can be from UK/US -Collections/Non-Collections background Candidate should not be from Tech-support background ( Non-hiring organizations- IYOGI/QUA. Basic PC Skills. GCSE level in English & Maths Good negotiations skills. Excellent communication skills (both written and verbal) . Excellent organisation and time management skills. Ability to handle a varying and demanding workload. Ability to meet tight time deadlines.

Preferred: Positive ‘can do’ attitude Confident communicator Intuitively empathetic Seeks learning opportunity and self development.

What We Offer

We understand the important balance between work and life, fun and professionalism, and corporation verse community. We strive to support your career aspirations and provide the benefits you need to live a more fulfilling life.

Our compensation and benefits programs were created with an ‘Employee-First Approach’ focused on supporting, developing, and recognizing YOU. We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill-building, and tuition reimbursements, and always strive to provide promotion opportunities from within.

All these things are just a small way to show our employees that we recognize their value, we understand what is important to them, and we reward their contributions.

About Us

Headquartered in the United States, Encore Capital Group (Encore) is a publicly traded international specialty finance company operating in various countries around the globe. Through our businesses - such as Midland Credit Management and Cabot Credit Management - we help consumers to restore their financial health as we further our Mission of creating pathways to economic freedom. Our commitment to building a positive workplace culture and a best-in-class employee experience have earned us accolades including Great Place to Work® certifications in many geographies where we operate. If you have a passion for helping others and thrive at a company that values innovation, inclusion and excellence, then Encore Capital Group is the right place for you.

Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and are committed to fostering an inclusive and welcoming environment where everyone feels they belong. We encourage candidates from all backgrounds to apply. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status, or any other status protected under applicable law. If you wish to discuss potential accommodations related to applying for employment, please contact [e-mail]