Qualification Required:

• Manage collections and maintain current accounts by contacting customers via phone and email.
• Assess customers’ ability to pay and provide suitable payment solutions.
• Document all communications, agreements, and payment arrangements in the system.
• Serve as the primary point of contact for collection-related inquiries and issues.
• Utilize business processing software to analyze account information and ensure accuracy.
• Review, reconcile, and correct payment postings in accounting systems.
• Recommend escalation actions to management when advanced collection efforts are required.

Roles and Responsibilities:

Collections:

• Evaluate account information provided by automated calling systems.
• Communicate with customers regarding delinquent accounts and payment obligations.
• Assess customers’ ability to pay and propose suitable payment solutions.
• Record details of conversations, agreements, and payment arrangements in company systems.
• Review and interpret delinquency status reports to monitor account activity.
• Identify and resolve payment-posting errors in financial systems by initiating corrective actions.
• Recommend account escalations to management when advanced collection measures are required.

Finance & Accounting Support:

• Submit customer requests for reports, statements, and forms to internal processing teams.
• Analyze account and financial data using business processing software.
• Provide timely updates to team leads, managers, and directors on trends, issues, and work progress.

Systems & Documentation:

• Utilize computer systems and software applications to input, access, update, store, and output information.
• Enter and retrieve data accurately using standard input devices (keyboard, mouse, trackball).
• Prepare letters, memos, reports, and other business documents using word processing and spreadsheet tools.

Technical Expertise:

• Collections – Experience as an Associate, Executive, Senior Associate, or SME.

Required Skills:

• Customer Service Experience.
• Collections Experience.
• Mortgage Experience (preferred).
• English Proficiency: 85%.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook).