Associate

About the Role

Seeking a Collection Support Specialist to provide support for a US-based client. This role focuses on collecting outstanding dues, providing First Call Resolution (FCR), assisting customers with payment plans, and troubleshooting issues while delivering professional and positive customer experiences from a WFO (Work From Office) environment.

Key Responsibilities

• Handle inbound/outbound customer calls for outstanding balance, past due accounts, collections, billing inquiry, and support.
• Follow established procedures to ensure consistent service delivery and professionally secure payment of outstanding debt.
• Document all customer interactions, customers' financial situation, and negotiations.
• Use remote desktop tools to assist and resolve customers' queries/debt.
• Focus on maximizing collections, payment commitments, retention/upselling (as applicable).
• Use effective probing and needs-based conversations to identify additional customer requirements.
• Handle customer objections confidently and work towards successful conversion.
• Take ownership of customer concerns and drive First Call Resolution (FCR) wherever possible.
• Identify recurring issues and provide feedback to leadership.
• Maintain and care for company-issued equipment.
• Perform additional duties as assigned.
• Manage SLAs/Targets set by the client.

Requirements & Tech Stack

• 12th pass and above.
• Preferred candidates with >= 12 months experience in International VOICE BPO (US geo preferred).
• Freshers with excellent English communication, confidence, and strong sales/negotiation aptitude may also be considered (scores >= 65%).
• Should not be pursuing studies real time.
• Comfortable working with tablets, smartphones, laptops, and desktops.
• Intermediate computer skills: Microsoft Office (Windows and macOS).

Skills & Abilities

• Strong verbal and written communication skills.
• Ability to understand different U.S. accents and customer communication styles.
• Ability to read and interpret documentation.
• Basic math skills (percentages, ratios).
• Strong analytical and problem-solving skills.
• Ability to explain payment information in simple and easy-to-understand language.
• Professional, patient, and customer-focused demeanor.
• Ability to maintain professionalism when dealing with upset, frustrated, or challenging customers.
• Self-motivated and able to work independently in a WFO environment.
• Professional tone, appropriate pace of speech, and strong conversational ability.
• Time Management.

Time Management

• Shift Start Time: 17:00 IST
• Shift End Time: 07:30 IST
• Working days: Monday to Saturday
• Shifts: Rotational Shifts
• Offs: Split Offs
• Need to work on Saturday as per client requirement.

Location

• WFO MALAD, Mumbai