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Collections Specialist 1

Collections Specialist 1

ConfidentialBengaluru / Bangalore
30+ days ago
Job description

As a Collections Specialist, your goal is to deliver best-in-class service to our customers while taking problem solving and customer service to a new level. You will contact customers with delinquent accounts, identifying options to bring their accounts into good standing. Assists customer with repayment choices using standardized payment plans. Maintains, monitors and generates aging reports from database. Develops, implements and maintains systems, procedures, and policies. Recommends credit limits and handles special credit arrangements and problem collection accounts. Oversees analysis of accounts receivable, aging of accounts to determine overdue accounts, and collection procedures.

Meet our team

The PayPal Global Collections team is responsible for ensuring the integrity of our revenue stream, allowing the business continued growth and market expansion. The primary objective is to reduce loss and collection expense globally. Many different markets are represented within Collections (UK, IT, FR, NL, DE, ES). Job Description :

Your way to impact

As a Collections Specialist, you will engage with PayPal customers where a missed payment has occurred on their account, performing a range of collection duties including providing guidance and education to customers in order to assist with short term or long-term difficulties.  You will ascertain what level of support each customer needs, based on their unique situation, and have access to a number of Forbearance options to help customers get back on track. You will show a strong level of empathy and understanding of each customer circumstance and always put the customer at the forefront.

Your Day to Day :

  • Ensure quality and 'right customer outcome' is upheld for every customer contact
  • Maintain and promote a positive attitude while meeting production and quality goals.
  • Display initiative to take on additional responsibilities geared towards professional growth and development.
  • Reach out to customers via automated Dialer system and email transmission to negotiate payment solutions for their accounts with the aim to bring those back into good standing
  • Construct individually tailored solutions while being in compliance with FCA guidelines (TCF, Vulnerable customers etc).
  • Educate customers on different forbearance options available and relevant impact to Credit Bureaus

What do you need to bring

  • 1 to 3 years of call center environment experience in voice (Customer service / Collections)
  • Fluency in English
  • Ability to learn and adapt to new systems and software changes
  • Strong working knowledge of external systems and PC based internet and software applications (The Internet, Microsoft Office - Outlook, Word, and Excel)
  • Ability to communicate effectively via email and phone using effective grammar and punctuation
  • Well-developed sense of urgency and follow through
  • Ability to develop and maintain professional working relationships with co-workers and peers
  • Ability to adapt to an ever-changing environment which requires flexibility, especially around processes and shifts (which are subject to change, and which can include Saturday work and some late evenings)
  • Have a passion for helping and resolving customer issues
  • Strong communication skills, excel at customer interaction
  • Strong verbal (phone) communication skills : actively listen and speak clearly to customers
  • Strong written (email) communication skills : use proper grammar and punctuation
  • Well-developed sense of urgency and follow through

    • Competencies :

  • Customer Focus
  • Drive for Results
  • Problem Solving
  • Strong Communication
  • Soft skills – Composure / Listening / Empathy
  • Teamwork
  • Time Management

    • Leadership principles

  • Work as One Team by effectively partnering across individuals, teams, and organizational boundaries to deliver high-quality results.
  • Do the right thing​ by treating each other and our stakeholders with respect and doing what's best for customers.
  • Be a Customer Champion by understanding our customers' needs and create their most trusted and useful end-to-end experiences for them.

    • Skills Required

    Ms Office, Excel, Call Center Agent

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    Collection Specialist • Bengaluru / Bangalore