Customer Service Associate

As a Customer Service Associate, you will be the primary point of contact for customers with overdue payments. Your responsibilities will include making outbound calls to remind customers of their payment obligations, explaining account status and payment options, and resolving billing disputes. You will build rapport with customers to encourage timely payments and maintain positive relationships. Your work will contribute to meeting our daily, weekly, and monthly collection targets and KPIs.

• Contact customers to remind and recover overdue payments through calls.
• Clearly explain account status, payment options, and consequences of non-payment.
• Build and maintain positive relationships with customers to encourage timely payments.
• Resolve billing disputes and escalate complex issues to the appropriate departments.
• Maintain accurate records of all interactions, payment commitments, and follow-ups in our system.
• Meet individual and team collection targets on a daily, weekly, and monthly basis.
• Ensure compliance with company policies and procedures during customer interactions.
• Provide excellent customer service and maintain a professional demeanor at all times.
• Stay updated on industry trends and best practices in customer service and collections.

• High school diploma or equivalent; college degree preferred.
• 1-2 years of experience in customer service or collections preferred.
• Excellent communication skills, both verbal and written.
• Strong interpersonal skills and the ability to build rapport with customers.
• Proficiency in Microsoft Office Suite or similar software.
• Ability to work independently and manage a high volume of calls.
• Excellent time management and organizational skills.
• Attention to detail and accuracy in record-keeping.
• Ability to work in a fast-paced, target-driven environment.
• Willingness to undergo training and development opportunities.