Collections Specialist

About IntouchCX IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

The main responsibility of a Collections Specialist is to handle processing payments by receiving inbound calls to gather and verify required information to solve the customer’s problems. As Collections Specialist, You Will… Update Customer payment methods Assist multiple customers in finding unique solutions and resolving any outstanding balance Manage all customer issues and escalations within the outlined scope Support outbound calls for clients who have requested a call back Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be taken Ensure policies and procedures are followed on all calls Maintain thorough knowledge of systems so that information can be researched and proper information is given to customer Learn and retain a thorough working knowledge of all existing and new process and procedures Achieve assigned Key Performance Indicators – e.

g. Call Handle Time, Quality, CSAT & DSAT Attend Team Meetings/additional training sessions as scheduled Perform other duties as assigned Process payments and update customer payment methods, billing methods Assist multiple customers in finding unique solutions, bringing the customer to 100% satisfaction with the company, and resolving any outstanding balance Build and maintain a positive customer relationship in every interaction – manage all customer issues and escalations within the outlined scope Engage with fellow employees to successfully identify problem areas and resolve urgent needs Actively listen to the customer, and show empathy and patience As Collections Specialist, You Have… An obligation and passion to deliver exceptional customer service Microsoft Office skills, preferred Ability to work with multiple software applications and screens simultaneously Must be self-motivated while also able to perform in a team environment Ability to quickly identify a customer’s needs and provide creative solutions to new problems Above average verbal and written communication skills - ability to speak accurately, using proper grammar, and good enunciation Ability to listen attentively and to use information provided by clients to tailor responses and actions to meet the client’s specific needs Ability to work in a fast-paced, hectic, changing environment Ability to organize and follow-up multiple tasks/details with accuracy and timeliness Ability to operate a phone system, personal computer Ability to adhere to all organizational policies and procedures Ability to work a variety of shifts including days, afternoons, evenings, weekends and holidays Ability to perform basic mathematical functions Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds IntouchCX will never ask for payment, money, financial or banking information during the recruitment process.

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