Company Description:
About Sutherland
Artificial Intelligence. Automation.Cloud engineering. Advanced analytics.For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA.We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
Job Description:
The Collections & Customer Service Representative is responsible for managing overdue accounts, recovering outstanding debts, and providing exceptional customer service. This role involves strong communication skills, problem-solving abilities, and attention to detail. The representative must ensure timely payments, explain fees and interest charges to customers, and maintain positive relationships. Additionally, they will manage sensitive information and handle escalations following specific procedures.
Roles and Responsibilities: -
Responsible to take inbound calls from customers and third parties as well as Outbound calls dialed manually and automated(dialer),
Must manage to drive sensitive information and handle escalations following specific procedures.
Demonstrate ownership of user issues/concerns until resolution or escalation.
Process responsible losses to provide the best resolution/support to the user while compiling to standard workflows.
Anticipate needs and offer creative solutions by adding extra love, delight, or kindness when you can to the users.
Investigate, identify, and escalate issues appropriately, by prioritizing urgent and sensitive matters.
Maintain accuracy and security of customer information on the systems.
Qualifications:
Our most successful candidates will have: - Advanced English language skills (maintain an English conversation) - Negotiation Skills - Collection Skills - Able to work positively in a fast-paced, changing environment - Ability to multitask and have excellent organizational skills - Sees through the eyes of the customer - Articulate, bright and curious - Bachelor degree is a plus - Experience working in a customer-centric environment is a plus - Experience working in finances related field is a plus - Experience working in collections is a plus
Additional Information:
Communication Skill & Panel requirement
Excellent Listening and Communication Skills. Ability to communicate without MTI (Mother Tongue Influence). Ability to understand & respond appropriately. Proper grammar usage and sentence structure. Strong communication skills with the ability to simplify complex situations and ability to treat sensitive customer data appropriately.
Multi-Tasking
Ability to switch between programs and tasks quickly and fluidly to manage processes across windows and platforms while maintaining SLAs.
Active listening
Ability to stay focused on the speaker with your undivided attention and acknowledge messages being received, including body language and gestures to convey your attention; asking clarifying questions; deferring judgement; Responding appropriately including constructive feedback.
Logical Analysis
Ability to follow a logical deduction tool accurately, narrowing down the issue using a decision-tree style and remaining within the knowledge parameters of the program.
Ownership
Ability to convey a sense of personal ownership of both the problem and the solution; willingness to take responsibility for seeing things through to completion.
Empathy
Ability to accurately put yourself in customers' and team members' shoes; to understand the other's situation, perceptions, and feelings from their point of view and to be able to communicate that understanding back to the other person.
Managing customer expectations
Ability to frame communication in a way that demonstrates thoughtfulness and empathy for the person on the other end; proactive communication to set expectations on SLAs and deliverables.
Conflict resolution
Ability to acknowledge a problem exists with agreement to find a resolution by understanding the perspective and concerns of the opposing individual or group, managing your feelings and expressions in a respectful and professional way, and sticking to the facts.
Attention to details
Ability to achieve thoroughness and accuracy while accomplishing a task.
Time Management
Ability to organize and plan to divide your time between activities, using conscious control to increase effectiveness, efficiency, or productivity, and accurately assess the priority of tasks.
Synthesizing Information
Ability to actively engage with information to categorize, analyze, combine, extract details, reassess the value of the collected information, and look for bias and omissions; ability to merge new information with prior knowledge to form a new idea, perspective, or opinion to generate insight; ability to summarize information, paraphrase it, and compare it.
Self-Motivation
Willingness to go beyond minimum expectations and beyond your job to contribute to the greater good; ability to maintain a consistent level of effort even after goals have been achieved
Openness To Feedback
Ability to seek feedback and be open to criticism without reacting overly emotionally or using "closed" body language; willingness to apply feedback to make changes; ability to summarize conversation and ask questions to ensure understanding.
Positive Influence
Ability to model positive behaviors to influence others, especially to impact team/organization morale, pace, and effectiveness.
Sound Decision Making
Ability to synthesize information from multiple inputs, weigh options and data, consider individuals and impact, and make a decision that is in the best interests of the person, team, and organization.
Attributes for Customer care
Ability to understand customers questions, takes ownership of cases from start to end, is enthusiastic and engaging, providing clear and concise instructions.
