CX Collections Specialist

1 week ago

bangalore, India Quantum Leap Learning Solutions Pvt Ltd Full time

A CX Collections Specialist is responsible for keeping track of customer journeys, identifying customers with unresolved payments, and contacting them at the relevant time in order to collect payments. They will be responsible for keeping a record of all outstanding payments, and investigate payment history through contact details.They are responsible for coordinating with all internal stakeholders such as Client Servicing, Sales, Marketing, Community management, Business Intelligence and so on, in order to keep fine-tuning the customer’s experience.


A Collections Specialist will work with CX Specialists to find customers who have unpaid collections and then work with those debtors to resolve those debts.


Job Type : Full Time

Location: Bangalore

Academic Qualification: Any Graduate

Language: English and Hindi

Desired Experience: At least 3-6 years of experience as a customer experience specialist, customer relationship manager, and/or collections specialists in a corporate environment.


Also, the candidate should be open to work during weekends. (Compensatory off will be provided)


Key Roles & Responsibilities:

  • Collecting and maintaining a record of all overdue payments
  • Maintaining an accurate record of the amount payable and default period
  • Contacting clients via telephone or email with respect to payments
  • Investigating the reason for delay in payments
  • Encouraging and arranging plans for timely payments
  • Keeping records of all collection activities
  • Processing any refunds
  • Monitoring overdue accounts on a regular basis
  • Addressing any customer queries related to payments
  • Reviewing and undertaking any account alterations
  • Granting additional payment period and approving/rejecting any partial payment requests
  • Recommending collection improvement measures
  • Updating accounts receivable status
  • Preparing and presenting collection reports during audit
  • Reviewing all expired or inactive accounts
  • Ensuring the CX strategies are aligned to the larger business goals and outcomes
  • Serving as the primary point of contact by Responding to customer queries in a timely and effective manner, via phone, email, chat applications
  • Analyzing customer feedback and Discussing with relevant internal stakeholders
  • Initiate outbound calls to potential clients, introducing them to our extensive training and coaching programs.
  • Thoroughly collect vital business information, encompassing company details, industry insights, contact particulars, and specific training requirements.
  • Deliver comprehensive information on our training programs, including pricing, package details, and unique value propositions, to assist clients in making informed decisions.
  • Assess leads to determine their level of interest and qualification for our services.
  • Maintain meticulous records of all client interactions and data using our CRM system to ensure seamless service delivery.
  • Conduct timely follow-up calls with potential clients, addressing additional queries and providing further information.
  • Consistently achieve or surpass weekly and monthly call volume targets.

Desired Skills:

  • Extensive experience in gathering and interpreting customer experience information
  • Solid knowledge of online customer engagement platforms and channels.
  • Proficiency in MS Office, Zoom, as well as CX and CRM softwares
  • Exceptional interpersonal skills and a client-centered approach
  • Great organizational and time management abilities.
  • Superb communication, collaboration, and problem-solving skills.
  • Strong empathy
  • Great communication skills
  • Proactive and reliable disposition
  • Collaboration and project management
  • Speed, flexibility and agility in implementation



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