Customer Operations Agent, Collections

Overview

• Providing the best customer support by engaging with customers through Live Chat, Telephone and Email channels.
• Answering customer questions about Onmo’s products and services, understanding customer needs and providing solutions to help them with their financial ambitions.
• Assisting customers in managing their account and performing account maintenance tasks.
• Handling account queries about balances, payments and other concerns.
• Maintaining thorough and accurate customer service records, keeping financial information confidential.
• Using various database systems and technology to deliver great customer care.
• Following communication procedures, guidelines and policies.
• Being on the frontline in identifying, raising and supporting cases of customer dissatisfaction or vulnerability.
• Proactive contact — maintaining relationships with customers throughout the collection lifecycle.
• Information gathering — gaining an understanding of customers’ circumstances through questioning techniques.
• Making and receiving telephone calls to work with customers, understanding their perspective and finding the best solution to recover outstanding debts.
• Negotiating, implementing, and monitoring feasible repayment solutions that balance customers’ circumstances with the business’ interests.
• Completing income and expenditure assessments with customers and agreeing appropriate forbearance support.
• Collective responsibility for creating the best outcomes for customers in the Onmo team.

• Passionate about delivering great customer service with strong phone handling skills and active listening.
• Ability to listen, understand and articulate challenging conversations verbally and in writing.
• Friendly, polite, patient and understanding disposition.
• Strong negotiation skills with the ability to find the best solutions for customers experiencing financial difficulties.
• High attention to detail with the ability to accurately document information.
• Ability to handle sensitive financial information with discretion and confidentiality.
• Capable of managing challenging conversations with customers.
• Ability to multitask and manage time effectively in a fast-paced environment with change and growth.
• Adaptable in communication and approach to meet different customer needs.
• Maintain a high quality of service when supporting a high volume of customers across multiple contact channels.
• Experience with CRM systems and the ability to learn and adapt to multiple agent tools.
• Self-motivated and reliable in following up on questions and outstanding actions for customers.