Customer Operations Agent – Collections

Role Overview

• Providing the best customer support by engaging with our customers through our Live Chat, Telephone and Email channels.
• Answering customer questions and queries about Onmo’s products and services, understanding our customer’s needs and providing solutions to help them with their financial ambitions.
• Providing customers with assistance in managing their account and conducting account maintenance tasks.
• Handling account queries about account balances, payments and any other concerns.
• Maintain thorough and accurate customer service records, of customer interactions, keeping financial records confidential.
• Use various database systems and technology to deliver great customer care.
• Follow communication procedures, guidelines and policies.
• Be on frontline in identifying, raising and supporting any cases of customer dissatisfaction or vulnerability.
• Proactive Contact
• maintaining contact and good relationships with our customers throughout the collection’s lifecycle.
• Information Gathering
• gaining a great understanding of our customer’s circumstances through various questioning techniques.
• Making and receiving telephone calls, to work with our customers whilst consistently seeing their point of view and finding the best solution for everyone, to recover outstanding debts.
• Negotiating, implementing, and monitoring feasible repayment solutions that consider the customers circumstances while balancing the business's best interests.
• Complete income and expenditure assessments with customers and agree appropriate forbearance.

Requirements

• Passionate in delivering great customer service with strong phone contact handling skills and active listening.
• Ability to listen, understand and articulate challenging conversations verbally and in writing.
• Strong negotiation skills, with the ability to sensitively and courageously find the best solutions for customers experiencing financial difficulties.
• High attention to detail, with the ability to accurately document information.
• Ability to handle sensitive financial information with discretion and confidentiality.
• Capable of managing challenging conversations with customers.
• Ability to multitask and manage time effectively, working in a fast-paced environment where there is constant change and growth.
• Adaptable in your communication and approach to meet different customer needs.
• Maintain a high quality of service when supporting a high volume of customers through a variety of contact channels.
• Experience in the use of CRM systems and able to learn and adapt to multiple agent tools.
• Self-motivated, can be relied upon to follow up on questions and outstanding actions for customers.