Tala seeks a Collections Specialist to engage in consumer collections of overdue accounts. Primary responsibility will be reaching out to customers to collect payment for accounts that are overdue.
Team members will also have an opportunity to provide feedback as the voice of the customer that will create impactful change to the company’s services.
In addition, agents will have the opportunity to work on creative projects that affect the customer experience.
The position purpose is ensuring an excellent standard of caring service, maintaining customer relationships, and representing Tala’s brand of modern and convenient customer-centric service.
Call customers with overdue accounts
Understand and explain the benefits of repayment and credit history to customers
Correct customer misunderstandings on product policies and terms
Diffuse tension from bad customer experiences with the application
Set up payment plans and follow-up schedule
Establish and maintain caring relationships with customers, determine reasons for non-payment and engage in negotiations to bridge business and customer needs
Educate customers on consequences for late payments
Escalate difficult or unusual cases to Team Lead
Escalate and document problems with customer identification information
Provide feedback on reasons for default to Team Lead
Champion the voice of the customer to Team Lead by providing input on product and user experience
Engage in creative projects and tasks at the request of Team Lead (example : onboarding welcome calls, white glove service for top customers, etc.)
A graduate of any 4-year course
Previous collections experience (preferred but not required)
High level of financial literacy
Experience with multiple types of formal and informal credit products (preferred but not required)
Open to fresh graduates
Preferred skills and expertise :
Strong problem-solving, negotiation, and conflict resolution skills
Fast at typing and working with modern, digital technology
Excellent communication skills, both verbally and in writing
Willingness to work a flexible and variable schedule
Patient and able to handle customer complaints or misunderstandings
Strong work ethic, punctual, accountable, and team player
Quick learner, creative, intellectually curious and unafraid to ask questions
Able to multi-task and work on multiple projects simultaneously
Readily accepts feedback and incorporates changes into behavior
A desire to go above and beyond job requirements to deliver an excellent customer experience and create capacity-building change for the company