Collections Agent - Basildon, United Kingdom - OPR Associates Limited

OPR Associates Limited

Verified Company

Basildon, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

A front-line customer telephony role where you'll be helping our financial service's customers when spoken to for support. It's a fast paced inbound and outbound collections contact centre specialising in overdue credit card payments. Hybrid working - 3weeks from home, 1 week in office per month (after initial training)

Role Duties:

A blended role with a combination of inbound and outbound work via a dialer
Going beyond our client's customers' expectations as well as achieving and exceeding key performance indicators
Handling inbound and outbound calls, providing a brilliant customer service on behalf of our clients.
Completing payment solutions which may include the handling of debit card payments
Work in a FCA (Financial Conduct Authority) regulated environment, maintaining the client and Fiserv expectations and delivering on the promise of one Fiserv.

Essential Skills:

Strong customer experience skills with the ability to handle complex queries competently.
Confident telephone manner demonstrating empathy for customers in challenging situations.
Organizational skills ensuring you can work across multiple systems whilst communicating with customers.
Ability to problem solve in difficult situations to resolve complaints and find an appropriate solution with customers.
Strong drive to exceed performance metrics, including quality and handling times, promise rates and bet promoter scores.
High level of attention to detail, adhering to the client's processes and terms and conditions.
Tech savvy work from home individuals with an ideal home environment to work professionally
Previous experience in a call Centre setting desirable
Good resilience to increased demand and changes in process