Credit and Collections Analyst
1 week ago
JOB SUMMARY
This position is responsible for providing; locating and notifying customers of delinquent accounts via phone (Inbound and Outbound calls) to the HCL Client to solicit payment.
Duties include receiving payment and posting amount to customer's account; initiating proceedings or service disconnection; and maintaining records of collection and status of accounts.
This role also would require working as part of a team delivering first class and professional customer service, using a range of payment methods wherever possible and resolving customer enquiries, payments and complaints at the first point of contact.
Essential Duties and Responsibilities
- Answer customer questions regarding problems with their accounts.
- Advise customers of necessary actions and strategies for debt repayment.
- Locate and notify customers of delinquent accounts by mail or telephone wherever required
- Confer with customers by telephone to determine reasons for overdue payments and to review the terms of sales or service.
- Handle complex account billing issues and provide adequate and reasonable solutions.
- Arrange for debt repayment or establish repayment schedules, based on customers' financial situations.
- Responsible for updating and maintaining complete collection processes using the support framework designed
ie:
learning policy and procedure for accessing letters, sources of needed information and scheduling requirements to achieve successful collection.
- Display a professional manner while selling, teaching and showing debtors how to pay their debts in full within a timely manner.
- Adhere to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction.
EDUCATION/EXPERIENCE
The minimum education requirements are:
- High School or a Bachelor's degree
The minimum experience requirements are:
- 34 years of experience previous experience in a collection call or call center environment. Prior energy/ utility experience is a plus
- Experience with SAP/CRM in development or execution is preferred
- Ability to build rapport and trust with customers
SKILLS AND COMPETENCIES
- Good organizational and time management skills
- Interpersonal and oral communication skills
- Ability to make decisions in a timely manner
- Proactive in identifying potential issues and recommending/implementing solutions
- Demonstrates effective problem solving and judgment
- Focuses on delivering a positive customer experience
- Should be professional, courteous, friendly, and empathetic
- Should possess active listening skills
- Focuses on delivering a positive customer experience
- Good data entry & typing skills
- Ability to multi task.
PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS
- Fixed Hours Monday
- Friday 85 MST
- Must live in Alberta Canada
- Use of a PC, computer terminal and/or telephone over 8 hours a day
- Operating in a fastpaced professional office environment
Benefits:
- Vision care
Schedule:
- Monday to Friday
Application question(s):
- Are you based out of Alberta?
Work Location:
Hybrid remote in Edmonton, AB T5X 1R1
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