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PORTUGUESE COLLECTIONS AGENT
Company:ADECCO |
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Job Reference Number |
13236260 |
Client ID: |
RI/BC -PCA |
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Posted On: |
May 6 2009 |
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Location: |
DUBLIN |
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Job Type: |
Permanent |
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Salary: |
20500 € - 22000 € |
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Benefits: |
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Our client is a global financial service provider, one of the largest in the world, with international presence in more than 50 countries across the world. Our client specializes in multi-brand credit card and consumers loans business that also processes payments for retailers and merchants and issues credit and charge cards to corporate customers.
Our client is currently looking for a Portuguese Collections Agent to work in their multilingual call centre located in Dublin.
Job purpose:
· Deal with all types of issues with customers (within remit of department) including complex and contentious matters.
· This role is primarily telephone based with agents expected to spend a minimum of 90% of their time on the phones.
Responsibilities:
· Will be expected to contribute positively to the achievement of departmental goals by contacting customers who have either defaulted on payment or exceeded their credit limit via telephone to negotiate settlement of the debt and return the account to an in-order position
· Must demonstrate a commitment to constantly improve negotiation skills by being receptive to feedback and focusing on win-win solutions
· Maintain all Key Performance Indicators (KPIs) at the required level with a focus on continual improvement
· Ensure that quality standards are consistently met
· Will be expected to deal with all types of customer issues (within remit of department), including complaints, in a professional manner maintaining a high level of accuracy and customer service.
· Liaise with other areas of the business and external third parties, where necessary, with the aim of resolving customer queries and complaints.
· Must be personally accountable for ensuring that Limits of Authority, Health and Safety and Collections Processes and Procedures are always respected and personal knowledge and awareness is kept up-to-date.
· Must be flexible to accommodate reasonable business requests as set out by TL / Manager
· Ensure that the escalation process is followed at all time to raise concerns and issues.
Skills required:
· Fluency in English and Portuguese.
· Telephone technique
· Letter writing
· General keyboard and multi system usage
· Interpersonal sensitivity
· Negotiation skills
· Presentation skills
· Decision-making
· A good understanding of the objectives and functions of the Collections area
