Telecollection Agent

Position Objective

Effectively manage the portfolio of clients with overdue balances through telephone contact, negotiation, and follow-up on payment commitments, contributing to portfolio recovery and the reduction of financial risk. Provide clear and timely attention to clients, providing information about their accounts and solution alternatives. Ensure compliance with collection objectives and the quality and service standards established by the organization.

Responsibilities:

• Make telephone calls to clients with overdue balances to manage payment recovery.
• Negotiate and establish payment commitments with clients in accordance with established guidelines.
• Follow up on payment dates and commitments to increase portfolio recovery.
• Provide clear and accurate information regarding balances, invoices, due dates, and account status.
• Identify client needs or problems and provide solution alternatives.
• Channel cases that require attention from other areas and follow up until their resolution.
• Correctly register the management actions performed, payment commitments, incidents, and corresponding alerts.
• Comply with established indicators for contactability, promise effectiveness, payment conversion, and call quality.
• Maintain professional communication with clients, demonstrating active listening and proper handling of objections.
• Contribute to the fulfillment of service levels and the general objectives of the collection team.

Requirements:

Education:

• University

Experience:

• Desirable experience in collections, contact centers, customer service, or accounts receivable.
• Experience in client attention and negotiation is desirable.

Knowledge:

• Microsoft Office at a basic level.
• English at a basic level.
• Desirable knowledge of SAP.
• Desirable knowledge of Avaya or telephony systems.
• Desirable knowledge of Salesforce or customer management systems.

Skills:

• Excellent verbal and written communication.
• Ease in telephone communication.
• Active listening.
• Negotiation and persuasion skills.
• Handling of objections and difficult situations.
• Results orientation.
• Organization and attention to detail.
• Ability to work under pressure.
• Customer service focus.

Requirements

Minimum education: Upper secondary education

• Professional Education T 2 years of experience

Languages: English

Knowledge: Compromiso, Negociación, C, Cartera de clientes, Enfoque a resultados, Estados financieros, Recuperación de cartera, Riesgos, Seguimiento, Diseño de alimentos

Keywords: demostrador, feriante, viajante, agent, representative, agente, representante