Customer Service Associate

As a Customer Service Associate in the Collections | FOS department, you will play a vital role in ensuring a positive customer experience. Your primary responsibility will be to handle customer inquiries and complaints related to collections, providing timely and accurate resolutions. You will be the first point of contact for customers, so a friendly and professional demeanor is essential. This role requires excellent communication skills, both written and verbal, to effectively engage with customers and build strong relationships.

• Handle customer inquiries and complaints via phone, email, and live chat, providing prompt and accurate responses.
• Maintain a high level of customer satisfaction by ensuring all interactions are friendly and professional.
• Collaborate with the collections team to resolve customer issues and ensure a smooth collections process.
• Document and update customer records accurately, ensuring data integrity and confidentiality.
• Identify and escalate complex or sensitive customer issues to the appropriate team members or managers.
• Stay updated with company policies, procedures, and product knowledge to provide accurate information to customers.
• Actively listen to customer concerns and provide tailored solutions, demonstrating empathy and understanding.
• Maintain a positive and solution-oriented mindset, even in challenging situations, to ensure customer retention.
• Assist in identifying trends or patterns in customer inquiries to improve overall customer service and collections processes.

• DRA certification is mandatory.
• A minimum of 6 months of experience in a collections role is required.
• HSC or Graduate qualification is preferred.
• Excellent communication skills, both written and verbal, with the ability to adapt to different communication channels.
• Strong problem-solving and critical thinking abilities to handle customer inquiries effectively.
• Ability to work independently and manage multiple tasks simultaneously, ensuring timely resolutions.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• A customer-centric approach with a focus on delivering exceptional service and building strong customer relationships.
• Willingness to continuously learn and adapt to new processes and technologies.
• Strong work ethic, professionalism, and a positive attitude are essential.