Collections & Retention Agent

Summary/Objectives

• Responsible for tracking multiple accounts in collecting the company’s debts and ensuring that a highest level of customer retention and satisfaction is maintained.

Main Duties and Responsibilities:

• Manage multiple accounts, ensuring that a high level of customer retention and satisfaction is maintained
• Implement strategies for retaining customers requesting to terminate or downgrade their account
• Handle daily inbound and outbound calls regarding customers wanting to cancel their Home & Entertainment services.
• Ability to negotiate agreement terms, potential upgrades and make appropriate offers regarding account cancellations and /or transfer requests.
• Build positive working relationships with customers for repeat businesses.
• Perform customer negotiations and reach a fair conclusion from both business and customer perspectives.
• Consistent demonstration of appropriate work habits, behaviour and a positive attitude towards co-workers and administration
• Being able to assist team members in resolving customer issues in a timely manner whilst applying good customer service
• Handling customer / client escalation issues
• Assist in processing current and future customer payments
• Ensuring payment arrangements are consistent with company guidelines
• Reviewing and monitoring delinquent accounts
• Record all relative information into the collections system regarding collection calls  
• Making account recommendations to management as needed
• Ensuring relevant targets/ goals are met for respective team accounts
• Ensuring Compliance as per respective account is being adhered to

Academic qualifications:

• Minimum of five CXC’s inclusive of English Language and a Numeric Subject
• Minimum 1 year experience in a Customer Service/Retention/Collections

Functional Skills:

• Excellent Customer Service skills; phone etiquette
• Negotiations/Collections experience
• Advanced Computer skills
• Demonstration of composure & patience when dealing with customers
• Communication proficiency
• Ability to multi-task effectively
• Attention to detail and organized
• Work independently