CX Collections Specialist

5 days 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
Websites:

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