Customer Service Representative - Hybrid work set up after Training

Dynamic Talent Solutions; Manila; On-site; PHP 279,000 - 424,000; Full time

Benefits offered by this job

Hybrid work-from-home model

Job summary

A customer service solutions provider located in Metro Manila is seeking a Customer Resolutions Agent to manage inbound and outbound calls related to customer loans. This role involves effectively resolving inquiries and collecting payments while maintaining professional customer relations. Candidates with a college degree or relevant BPO experience are encouraged to apply. The position allows for a hybrid work model, requiring a stable internet connection.

Qualifications

• Ability to handle customer escalations and serve as a go-to person.
• Demonstrates a positive attitude and contributes to team morale.
• Ability to work independently.
• Demonstrates a positive attitude, contributes to positive team morale, and is eager to learn and take on new responsibilities.
• Ability to work independently.

Responsibilities

• Handle inbound and outbound customer loan calls.
• Display effective collection techniques for delinquency resolution.
• Document loan activity accurately.
• Effectively provide prompt, accurate, and professional responses to customer inquiries.
• Successfully resolve routine inquiries regarding payments, escrow, loan terms, etc.
• Display active listening skills.
• Document loan activity on MSP.
• Actively collect on past due payments.
• Establish payment arrangements and determine strategies to resolve delinquency.
• Address foreclosure questions and concerns.
• Determine the reason for default.
• Counsel customers about consequences of delinquency.
• Maintain service levels and call center performance metrics – Schedule Adherence, Average Call Handle Time, Attendance / Availability.
• Perform payment collection and deal production.
• Stable internet connection required – Hybrid work-from-home model.

Skills

Effective collection techniques

Call handling skills

Active listening

Communication

Education

College degree preferred

12 months BPO experience

Job description

Overview

The Customer Resolutions Agent will provide and maintain excellent customer relations by ensuring customer inquiries are handled in a prompt, efficient, courteous, effective, and professional manner. This role involves assisting customer queries, collecting loan payments, and resolving delinquent customer loans by leveraging retention and liquidation strategies.

You will manage customer contact through inbound call queues and outbound dialer campaigns, while adhering to investor servicing guidelines and internal policies and procedures.

Job Functions and Responsibilities

• Display effective collection techniques, call handling skills, and negotiate with confidence to obtain delinquency resolution


• Provide accurate and relevant information to the customer


• Handle inbound and outbound calls for loans from current month owing through foreclosure (Customer Service and Collection Calls in English)


• Effectively provide prompt, accurate, and professional responses to customer inquiries


• Successfully resolve routine inquiries regarding payments, escrow, loan terms, etc.


• Display active listening skills


• Document loan activity on MSP


• Actively collect on past due payments


• Establish payment arrangements and determine strategies to resolve delinquency


• Address foreclosure questions and concerns


• Determine the reason for default


• Counsel customers about consequences of delinquency


• Maintain service levels and call center performance metrics – Schedule Adherence, Average Call Handle Time, Attendance / Availability


• Perform payment collection and deal production


• Stable internet connection required – Hybrid work-from-home model

Qualifications

• College degree preferred


• Open to college undergraduates with 12 months BPO experience, preferably in a collections department


• Ability to handle customer escalations and serve as a go-to person for leadership on difficult calls


• Demonstrates a positive attitude, contributes to positive team morale, and is eager to learn and take on new responsibilities


• Ability to work independently

Work Schedule

• Shifts and Schedules: Our call center hours of operation are Monday – Friday, 8:00 AM – 9:00 PM EST, and Saturday, 8:00 AM – 5:00 PM EST. Shifts will fall within these timeframes


• Associate must have a stable internet connection (100 Mbps speed) while scheduled to work from home


• We operate on a hybrid business model where employees will be scheduled to work from the office and/or work from home


• Flexibility is required as scheduled shifts and skill sets may change between Customer Service and Customer Resolutions, depending on business needs