Call Center Executive - Recovery

A Call Centre Executive Recovery in a typically works within the collections or customer service departments of organizations, primarily focusing on recovering outstanding debts or managing delinquent accounts. The job description for this role involves a variety of tasks centered around communication, negotiation, and problem-solving.

Key Responsibilities:

Debt Collection and Recovery:

Contacting customers to remind them of overdue payments.
Negotiating payment plans, settlements, or extensions with customers.
Ensuring the timely recovery of funds while maintaining a positive customer experience.
Handling collections of both small and large amounts.

Customer Communication:

Answering calls and responding to customer inquiries related to account status, payments, and balances.
Using clear and empathetic communication to explain terms, conditions, and payment options.
Sending follow-up emails or letters to ensure customers are aware of their payment obligations.

Problem Resolution:

Identifying and resolving disputes related to outstanding balances, billing errors, or payment processing.
Escalating unresolved or complex issues to senior management or the appropriate department.

Account Management:

Maintaining accurate records of customer interactions, payment schedules, and follow-ups.
Updating account information in the CRM or relevant systems.
Monitoring accounts for any changes in payment behavior or status.

Reporting and Documentation:

Generating reports on recovery progress, including amounts recovered, accounts overdue, and payment histories.
Providing feedback to management about recurring customer issues or challenges in recovery efforts.

Compliance and Policies:

Ensuring compliance with legal and company policies while attempting to recover debts.
Staying informed about relevant laws, regulations, and best practices for debt recovery.

Customer Retention:

Maintaining a customer-friendly approach to ensure the retention of customers while resolving financial issues.
Offering solutions or alternatives that are beneficial for both the customer and the company.

Skills and Qualifications:

Communication Skills: Ability to communicate clearly and persuasively over the phone, by email, or in person.
Negotiation Skills: Proficiency in negotiating payment plans and settlements with customers.
Problem-Solving Abilities: Ability to identify issues quickly and offer effective solutions.
Time Management: Effectively managing a large number of accounts and maintaining appropriate follow-up schedules.
Attention to Detail: Accuracy in documenting customer interactions and processing payments.
Knowledge of Financial Products: Understanding of credit, loans, and payment processing systems.

Education and Experience:

Educational Requirements: Minimum Graduation. A degree in business, finance, or a related field can be an advantage.
Experience: Prior experience in customer service, collections, or financial services in Real Estate is preferred.
Technical Skills: Familiarity with CRM software, collections tools, and other call Centre technologies.

Key Performance Indicators (KPIs):

Debt Recovery Rate: Percentage of debts successfully recovered.
Customer Satisfaction: Maintaining positive relationships with customers during the recovery process.
Call Handling Time: Efficiency in managing calls while ensuring thorough service.
Follow-up Rate: Ensuring timely follow-up actions on outstanding cases.

Skills

Credit Collection Recovery Client Dealing Communication Skills

Job Details

Job Channel:

Women Jobs

Industry:

Real Estate/Property

Functional Area:

Client Services & Customer Support

Total Positions:

3 Posts

Job Shift:

First Shift (Day)

Job Type:

Full Time/Permanent

Job Location:

Lahore, Pakistan

Gender:

Female

Age:

25 - 45 Years

Minimum Education:

Bachelors

Career Level:

Experienced Professional

Minimum Experience:

3 Years

Apply Before:

Jan 20, 2025

Posting Date:

Dec 19, 2024

Omega Group

Real Estate/Property · 301-600 employees - Lahore

Omega Villas (Pvt) Ltd. is a lush green pollution free housing society. Its located Near Faizpur Interchange Main Sharaqpur Road Lahore. Omega Villas Lahore, planned an area of 1600 Kanal, a self-contained, gated community equipped with all amenities of life. Omega Villas consists of mainly two projects i-e Omega Residencia & Omega Homes. We have developed Omega Residencia Sector "A" and Sector "B" respectively./p