Loan Collections and Customer Service Advisor

Are you an excellent verbal and written communicator, and a great listener? Do you thrive on a team that's focused on finding the best solutions for customers? Can you remain kind and supportive when customers share their concerns about their loan? Do you have prior collections, sales or customer service experience?

We are seeking a motivated and passionate Loan Collections and Customer Service Advisor to join us! If you are looking to build a fulfilling career, and the description above resonates with you, we want to work with you!

Essential Duties in this role:

• Associates handle inbound or outbound calls with existing customers. Associates should educate customers on account status, attempting to solve customer problems and/or attempting to secure a payment or make payment arrangements. The goal is to help our customers build and retain a strong credit standing and maintain a customer for life.
• Provide excellent customer service to customers who need assistance in meeting their contract obligations due to unexpected financial obligations.
• Contact or attempt contact with customers who are delinquent.
• Overcome objections that customers have about making payments toward their account and help them to understand their account(s) and responsibilities.
• Maintain positive working relationships with the Loan Servicing team.
• Meet or exceed production goals
• Performs other related duties as assigned

What Kind of Associates Are We Looking for?

• Agile in a fast-past environment.
• You embody excellent customer service.
• Team oriented and people-oriented.
• Critical thinker and quick learner.
• Has good active listening skills.
• Professional and persuasive communication and negotiation skills
• Passionate and goal-oriented
• Positive emotional resilience and emotional intelligence.
• Must be self-motivated with strong decision-making and problem solving abilities
• Flexible and committed to overall goals.

Requirements

Our most successful candidates will have: -

• Must be 18 years or older.
• A minimum of 3-4 CXC/GCE/City & Guilds subjects inclusive of English Language, or a U.S. high school diploma or GED. (CXC/CSEC, City & Guilds. I, II, III; GCE A, B, C; SSC 4, 5; JSCE Pass; NCTVET Level 1, 2, 3; and CCSLC Competence & Mastery).
• Must have a valid (not expired) government issued ID, TRN and NIS card.
• Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).
• Must be able to train and / or work onsite.
• Demonstrated ability to perform at a high level, to support our high volume of inbound calls.
• Experience in customer service is an asset and preferred.
• Good systematic problem solving ability , using sound business judgment, and following through on commitments to customers.
• The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.
• Excellent attention to detail.
• See through the eyes of the customer.
• Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.
• The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred.
• Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.
• Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
• Inspire confidence and positively influence the behaviour, actions, and thoughts of others.
• Must be able to pass a criminal background check and drug test as needed.