Collections Officer

Job summary

The Collections Officer is responsible for contacting past-due customers to negotiate payment arrangements and resolve outstanding debts. They must document all call activity, maintain professional relationships, and meet individual collection targets.

Job details

Who Are We? NCRi is a digitally powered, human delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are sought-after solutions partner for flawless AR, Omni Channel CX, Digital Transformation, and Smart Software solutions. Our mission is to deliver elevated customer experiences to our clients, leveraging deep operational knowledge and process expertise, a strong and versatile technology stack, and a diverse geographic footprint. We focus on engaging early with our clients and leverage a consultative approach to deeply understand our clients’ brands, and design customized solutions to complex customer challenges. Job Description We are seeking for a Collections Officer for the Operations Department to assist with debt collection. The collections officer will call customers to notify them of their debts, arrange payment plans, and ensure that payments are made as soon as feasible. Core Responsibilities (include, but not limited too) As a Collections Officer, you will play a crucial role in communicating with clients for outstanding amounts. Your responsibilities include: * Establishing professional relationships with clients, educating them on best practices * Negotiating optimal payment arrangements to resolve customers' bills * Maintaining a high level of professionalism in all interactions * Contacting past-due customers by phone, negotiating payment agreements, and sending correspondence * Updating customer account information and documenting call activity details * Handling objections, excuses, and adhering to regulatory standards and best practices * Achieving individual collection targets to meet department and company goals Requirements * At least 1 year of experience in collections, sales, customer service or a similar results-driven environment * At least 1 year experience in a Call Centre industry * Excellent oral and written communication skills in English for consistent collection calls * Ability to display prior track record of top tier results * Must be comfortable working toward KPIs, targets, and performance goals * Must be motivated by results and personal growth * Strong math skills with the ability to perform basic calculations quickly * Strong work ethics and willingness to learn * Ability to pass a background check * Solid organizational and time management skills * Proficiency in Microsoft Excel and Outlook * Is flexible and adaptable in a fast paced environment * Takes coaching seriously and is always looking for ways to improve * Must meet work-from-home requirements, including high-speed internet (minimum 50 Mbps download and 20 Mbps upload), a wired Ethernet connection, and a quiet, professional workspace free from distraction). NCRi welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please note that any offer of employment will be conditional upon completion of background and reference checks, including a criminal record check and/or credit check (where applicable). We appreciate all who submitted their application. Please be advised that only those who are shortlisted will be contacted by our Talent Acquisition Team.

What you’ll do

The Collections Officer is responsible for contacting past-due customers to negotiate payment arrangements and resolve outstanding debts. They must document all call activity, maintain professional relationships, and meet individual collection targets.

Requirements

Candidates must have at least one year of experience in collections, sales, or customer service within a call center environment. Proficiency in Microsoft Office, strong communication skills, and the ability to meet specific work-from-home technical requirements are mandatory.

Listed skills

• Negotiation · Preferred
• Customer service · Preferred
• Communication · Preferred
• Microsoft Excel · Preferred
• Microsoft Outlook · Preferred
• Time management · Preferred
• Conflict Resolution · Preferred
• Data entry · Preferred
• KPI Management · Preferred
• Problem solving · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Debt collection
• Negotiation
• Customer service
• Communication
• Call center operations
• Microsoft Excel
• Microsoft Outlook
• Mathematical skills
• Time management
• Conflict resolution
• Data entry
• KPI management
• Professionalism
• Problem solving
• Software Solutions
• Business Solutions
• Customer Experience Management
• Willingness To Learn
• Digital Transformation
• Ethical Standards And Conduct
• Customer Service
• Consultative Approaches
• English Language
• Sales
• Key Performance Indicators (KPIs)
• Mathematics
• Operations
• Coaching
• Time Management
• Collections

Job areas

• Customer Service & Support
• Finance & Accounting
• Administrative
• Collections Officer
• Collections Specialist
• Debt Collectors and Related Workers
• Bill and Account Collectors

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