Collections Representative For Inbound / Outbound Contact Center

Job description

Job Title: Collections Representative (Inbound/Outbound Contact Center)

Location: Pune

Shift: Rotational (24/7)

Employment Type: Full-time

About the Role

We are looking for a highly motivated Collections Representative to join our dynamic inbound and outbound contact center team. In this role, you will interact with customers to understand their financial situations, provide solutions, negotiate payment plans, and ensure the highest level of service and professionalism.

Key Responsibilities

• Manage a high volume of incoming and outgoing calls.
• Understand customers financial situations through FFQs, probing, and offer suitable repayment plans.
• Demonstrate a clear understanding of delinquency levels and collection buckets.
• Provide accurate information on products, services, order cancellations, and complaint resolutions.
• Identify customer needs and deliver solutions that achieve customer satisfaction.
• Build trust and maintain strong customer relationships through effective communication.
• Record customer interactions, complaints, and actions taken in the system.
• Process customer forms, applications, and requests.
• Follow up to ensure timely and appropriate resolution of customer concerns.
• Escalate unresolved issues or special cases to designated departments.

Skills & Competencies

• We are seeking candidates who can excel in a fast-paced environment and deliver exceptional customer service. Key competencies include:
• Proven experience in customer support or collections
• Excellent verbal communication skills
• Strong listening and problem-solving abilities
• Ability to handle pressure and challenging conversations
• Good interpersonal skills
• Strong multitasking, time management, and prioritization abilities
• Effective negotiation skills

Work Environment

This role is based in a call center office setting and requires the use of standard office equipment including computers and telephones.

Work Schedule

This is a full-time role, operating Monday through Sunday (24/7) with rotational shifts.

Required Education & Experience

• Bachelor's degree (Full-time)
• Minimum 24 months of customer service or collections experience in an international contact center
• Experience with the UK market and familiarity with FCA regulations is an added advantage

Who can apply for this Job

• Have over 2 years of experience in an International Voice Process
• Has excellent communication skills
• Are willing to work in rotational shifts, including night shifts
• Are comfortable with a 5day work from office schedule

Interested or Know Someone Who Fits the Requirement?

If this role excites you and aligns with your experience, we'd love to hear from you! Please share your updated resume along with the following details to:

thulasi02@infosys.com

Candidate Information (Required for Screening)

• Full Name:
• Email ID & Mobile Number:
• Graduation Details (Degree):
• Date of Birth:
• Total Experience:
• Relevant Experience (Customer Service / International voice):
• Current / Previous Company Name:
• Current CTC ():
• Expected CTC ():
• Notice Period:
• Current Location:

Apply Now and Take the Next Step in Your Career!

Were excited to connect with passionate professionals who are ready to make an impact.

Tag them in a reply mail or reach out directly to apply!

Let's build the future of customer service together.

Warm Regards,

Talent Acquisition Team

Infosys BPM Ltd.

Human Resources | INFY HR

www.infosysbpm.com

Bangalore | Pune | Global Locations

Transforming Talent | Empowering Careers