International Voice process- Collections

Sutherland; Hyderabad; On-site; INR 300,000 - 540,000; Full time

Job summary

Sutherland is seeking professionals for an International Collections Voice Process. The role involves contacting customers about overdue accounts, negotiating payment plans, and resolving billing issues while maintaining strong customer relations.

Experience in international collections or AR/BPO voice processes is preferred, with freshers considered if they have excellent communication skills. Night shifts and rotational schedules apply.

Qualifications

• Experience in international collections or AR/BPO voice processes preferred.
• Freshers with excellent communication skills may be considered.
• Graduation or undergraduate degree required or preferred depending on company applies.

Responsibilities

• Contact customers via outbound and inbound calls regarding overdue accounts.
• Follow up on pending payments and ensure timely recovery of balances.
• Negotiate payment plans and settlement options within company guidelines.
• Resolve queries related to invoices, billing, and payments.
• Maintain records of customer interactions in CRM systems.
• Meet daily, weekly, and monthly collection targets.
• Ensure compliance with policies, client requirements, and regulations.
• Escalate complex cases to supervisors when required.

Skills

Communication skills

Negotiation

Problem solving

Time management

Attention to detail

Team collaboration

Adaptability

Customer focus

Verbal communication

Education

Graduate/Undergraduate

Tools

CRM tools

Job description

Job Description: International Voice Process - Collections Executive

Job Title: International Voice Process - Collections Executive

Department: Collections / Accounts Receivable

Shift: Rotational/Night Shift (International Process)

Location: [Location]

Experience: 0-5 Years

Job Summary

We are seeking dynamic and customer-focused professionals for the International Collections Voice Process. The role involves interacting with customers over calls to collect outstanding payments, resolve billing disputes, negotiate payment arrangements, and maintain positive customer relationships while achieving collection targets.

Key Responsibilities

• Contact customers via outbound and inbound calls regarding overdue accounts.
• Follow up on pending payments and ensure timely recovery of outstanding balances.
• Negotiate payment plans and settlement options within company guidelines.
• Resolve customer queries related to invoices, billing, and payment issues.
• Maintain accurate records of customer interactions in CRM systems.
• Meet daily, weekly, and monthly collection targets.
• Ensure compliance with company policies, client requirements, and collection regulations.
• Escalate complex cases to supervisors when required.
• Deliver excellent customer service while maintaining professionalism during difficult conversations.

Required Skills

• Excellent verbal and written communication skills in English.
• Strong negotiation and persuasion skills.
• Ability to handle objections and resolve conflicts effectively.
• Good listening and problem-solving abilities.
• Basic computer proficiency and familiarity with CRM tools.
• Ability to work in night shifts and rotational schedules.
• Target-oriented with strong attention to detail.

Qualification

• Graduate/Undergraduate (depending on company requirements).
• Prior experience in international collections, customer service, AR collections, or BPO voice process is preferred.
• Freshers with excellent communication skills may also be considered.

Key Competencies

• Customer Focus
• Negotiation Skills
• Time Management
• Attention to Detail
• Team Collaboration
• Adaptability and Resilience

Performance Metrics

• Collection Recovery Rate
• Promise-to-Pay (PTP) Achievement
• Call Quality Scores
• Productivity & Attendance
• Customer Satisfaction

Preferred Experience: US Collections, UK Collections, Debt Collection, Accounts Receivable Collections, BPO Voice Process, International Customer Service