Collections Customer Service Representative
Juan Diaz, Panama, Panama
hace 3 días


  • Responds to requests and calls from customers related to client specific programs and products
  • Identifies and responds to customer’s needs based on designated procedures of account / client
  • Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients
  • Escalates calls to supervisor when necessary and appropriate
  • Responds to requests for assistance and / or possible processing of credit card authorizations
  • Tracks call related information of each call received for auditing and reporting purposes
  • Provides feedback reports on call issues related to downtime and / or training issues
  • Escalates calls to supervisor when necessary and appropriate
  • Maintains and updates customer information as necessary

    Minimum Education and Experience :

  • High School Diploma or GED required; graduation from a college with an Associate’s degree preferred
  • 1-2 years previous experience in a collections and call center environment, preferred
  • Customer service phone related experience
  • Familiarity with Microsoft Windows, Word, and Excel applications
  • May require client specific bilingual language requirement, as necessary
  • Knowledge, Skills and Abilities :

  • Strong customer service and collections skills
  • Excellent interpersonal skills
  • Flexibility and versatility in problem analysis and resolution
  • Knowledge of product / procedures
  • Ability to use phone and computer systems
  • Excellent oral and written communication skills
  • Strong listening / comprehension skills
  • Ability to stay composed and objective
  • Working knowledge of dialer functionality and call campaigns
  • Working knowledge of collections regulations, including but not limited to Fair Debt Collections Practices Act (FDCPA
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