Customer Resolutions Agent

Job Title: Customer Resolutions Agent

Location: Remote, with the possibility of occasional in-office work

Summary:
As a Customer Resolutions Agent, you will play a crucial role in maintaining excellent customer relations by handling inquiries in a prompt, efficient, and professional manner. Your responsibilities will include assisting customers with queries, collecting loan payments, and resolving delinquent customer loans through retention and liquidation strategies. This role will require managing inbound call queues and outbound dialer campaigns, adhering to investor servicing guidelines, and internal policies and procedures.

Responsibilities:
• Provide prompt, accurate, and professional responses to customer inquiries
• Collect past due payments and establish payment arrangements
• Manage inbound and outbound calls related to customer service and collections
• Determine reasons for default and counsel customers about the consequences of delinquency

Qualifications:
• College degree preferred
• Open to college undergraduates with 12 months BPO experience, preferably in the collections department
• Ability to handle customer escalations and difficult calls
• Demonstrated positive attitude and eagerness to learn

Work Schedule:
This role may require flexibility in shifts and schedules, including hybrid work-from-home arrangements. The candidate must have a stable internet connection and be available during call center hours of operation.

Workplace Type

In-Office

Employment Type

Contract

Experience Level

Mid-Senior-Level

Annual Compensation
INR 350,000 - 500,000

Work Experience (years)

2 - 10 years

Education

Bachelor's Degree

Skills

Call Center Administration

Loan Payments Collection

Inquiries Resolution

Payments

Service Levels Management

Customer

Knowledge Process Outsourcing (Kpo)

Resolve

Escalation Handling

Customer Relations

Active Listening

Customer Inquiries Handling

Delinquent Loans Resolution

Call Center Development

Team Morale Boosting

Inbound Call Handling

Negotiation Skills

Outbound Dialer Campaigns Management

Payment Collection

Bpo

Collection Techniques

Independent Work

Customer Service