Digital Account Representative

firstsourc; New York (NY); Presencial; USD 42.000 - 55.000; Jornada completa

Descripción de la vacante

Firstsource Solutions is seeking a Collections Representative to support the recovery of outstanding debts for individuals and businesses with overdue accounts. You will use negotiation and communication skills to reach mutually beneficial repayment arrangements while adhering to applicable laws and company policies.

Responsibilities include contacting debtors by phone or email, proposing payment plans, maintaining accurate records, and ensuring compliance with debt collection regulations such

Responsabilidades

• Contact debtors by phone, email, or written correspondence to negotiate payment arrangements and collect overdue payments.
• Engage with debtors professionally, addressing inquiries and disputes while maintaining a positive customer experience.
• Develop repayment plans or settlements considering debtor finances and company objectives.
• Maintain accurate records of all communications and payment agreements in compliance with regulations.
• Stay informed about federal and state debt collection laws and regulations.
• Handle incoming payments and allocate funds to debtor accounts accurately.
• Deliver high CSAT / NPS scores and communicate with supervisors and collection managers.

Conocimientos

Interpersonal skills

Negotiation

FDCPA knowledge

Computer skills

Data entry

Organizational skills

Time management

Attention to detail

Descripción del empleo

About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies.

Job Details

Job Title: Collections Representative

Job Type: Full Time

Grade: H2

Function/Department: Operations

Reporting to: Team Leader-Operations

Pay Range: XXXXX

Role Description

As a Collections Representative, your primary responsibility is to assist in the recovery of outstanding debts from individuals or businesses who have overdue accounts. You will employ effective communication and negotiation skills to reach mutually beneficial solutions while upholding ethical standards and compliance with relevant laws and regulations.

Roles & Responsibilities

• Contact debtors through phone calls, emails, or written correspondence to negotiate payment arrangements, settle outstanding balances, and collect overdue payments.
• Engage with debtors professionally and empathetically, addressing inquiries, disputes, and concerns while maintaining a positive customer experience.
• Develop and propose repayment plans or settlements that consider the debtor's financial circumstances, while also meeting the organization's objectives.
• Maintain accurate and detailed records of all communication and payment agreements, ensuring compliance with legal and regulatory requirements.
• Stay informed about federal and state debt collection laws and regulations.
• Utilize skip-tracing techniques and tools to locate and communicate with debtors who are difficult to reach or have changed their contact information.
• Handle incoming payments, accurately allocate funds to debtor accounts, and update account information accordingly.
• Deliver high levels of CSAT / NPS scores / others.
• Communicate with company supervisors and collection managers.
• Reach out to designated delinquent customers and utilize various skip-tracing resources.

Preferred Educational Qualifications

• XXXXX

Preferred Work Experience

• XXXXX

Competencies & Skills

• Strong interpersonal and negotiation skills, with the ability to maintain professionalism in challenging situations.
• Knowledge of debt collection laws and regulations, particularly the FDCPA.
• Proficiency in computer software and data entry.
• Excellent organizational and time-management abilities.
• Attention to detail and accuracy in record-keeping.