Credit and Collections Analyst

1 week ago


Edmonton, Alberta, Canada HCL Technologies Full time

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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