Customer Operations Agent – Collections

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Delivering exceptional customer support by interacting with our clients via Live Chat, Telephone, and Email channels.

• Addressing customer inquiries regarding Onmo’s products and services, comprehending their needs, and offering solutions to assist them in achieving their financial goals.

• Aiding customers in managing their accounts and performing account maintenance tasks.

• Managing inquiries related to account balances, payments, and other concerns.

• Keeping comprehensive and precise records of customer service interactions while ensuring the confidentiality of financial information.

• Utilizing various database systems and technologies to provide excellent customer care.

• Adhering to communication procedures, guidelines, and policies.

• Taking the initiative to identify, report, and assist in any instances of customer dissatisfaction or vulnerability.

• Proactive engagement - maintaining communication and strong relationships with our customers throughout the collections process.

• Information collection - developing a thorough understanding of our customers' situations using various questioning techniques.

• Making and receiving calls to collaborate with our customers, consistently understanding their perspectives and identifying the best solutions to recover outstanding debts.

• Negotiating, implementing, and monitoring realistic repayment options that consider the customers' circumstances while aligning with the business's interests.

• Conducting income and expenditure assessments with customers and agreeing on suitable forbearance options.

⛳️ Requirements

• Enthusiastic about providing exceptional customer service with strong phone communication skills and effective listening abilities.

• Capable of listening to, understanding, and articulating complex conversations both verbally and in writing.

• Strong negotiation abilities, with a talent for sensitively and courageously discovering optimal solutions for customers facing financial challenges.

• Keen attention to detail, ensuring accurate documentation of information.

• Competent in handling sensitive financial information with care and confidentiality.

• Skilled in managing difficult conversations with customers.

• Ability to juggle multiple tasks and manage time efficiently in a fast-paced environment characterized by constant change and growth.

• Flexible in communication style and approach to cater to diverse customer needs.

• Uphold a high standard of service while supporting a large volume of customers across various contact channels.

• Experience with CRM systems and the capability to learn and adapt to various agent tools.

• Self-driven and dependable in following up on inquiries and outstanding actions for customers.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional growth and development.

• Comprehensive benefits package including health, dental, and retirement plans.

• Supportive and collaborative work environment.