Call Center Agent (Out Bound)

·          Make outbound collection calls to customers with overdue accounts.

·          Verify customer identity before discussing account details.

·          Remind customers of outstanding balances and payment obligations.

·         Negotiate payment arrangements and secure Promise to Pay (PTP) commitments.

·         Encourage customers to make immediate payments through approved payment channels.

·          Follow up on broken promises and overdue payment arrangements.

·          Maintain high Right Party Contact (RPC) rates.

·          Resolve customer queries relating to account balances, interest, penalties, and payment options.

·         Identify customers experiencing financial hardship and escalate cases in accordance with company policy.

·         Accurately document all customer interactions in the collections management system.

·          Ensure compliance with company policies, regulatory requirements, and debt collection standards.

·          Escalate disputed accounts or complex cases to supervisors or relevant departments.

·         Meet daily, weekly, and monthly collection targets.

·          Participate in coaching sessions, performance reviews, and training programs.

·          Maintain confidentiality and protect customer information.

·          Collection Amount Achieved

·          Collection Rate (%)

·           Recovery Rate

·         Promise to Pay (PTP) Rate

·         Promise Kept Rate

·         Right Party Contact (RPC) Rate

·         Calls Handled per Day

·          Accounts Worked

·          Follow-up Completion Rate

·          Average Talk Time

·          Quality Assurance (QA) Score

·          Schedule Adherence

·          Attendance

·          Customer Satisfaction

·         Compliance Score

·         Reporting Accuracy and Timeliness

·          Excellent communication and negotiation skills.

·          Strong persuasion and influencing ability.

·          Customer service orientation with professionalism and empathy.

·          Problem-solving and conflict resolution skills.

·          Ability to work under pressure and meet challenging targets.

·          Good analytical and decision-making skills.

·          Strong attention to detail.

·          Time management and organizational skills.

·          High level of integrity and confidentiality.

·          Ability to remain calm when handling difficult customers.

·          Diploma or Bachelor's Degree in Business Administration, Finance, Accounting, Customer Service, or a related field.

·           Previous experience in credit collections, customer service, or a call center environment is an added advantage.

·          Proficiency in Microsoft Office applications.

·          Experience using CRM or collections management systems is desirable.

How to Apply:

All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section