About the Role:
The Collections Advisor will report to the Credit Manager and play a key role in supporting our collections team by managing customer accounts and facilitating the timely recovery of outstanding debts. This position requires a customer-focused professional with excellent communication skills, who can handle customer queries with empathy while working towards company objectives.
The ideal candidate will have experience in collections or customer service, a strong problem-solving approach, and a passion for delivering high-quality service.
Key Responsibilities:
- Manage a portfolio of customer accounts, making outbound calls and responding to inbound inquiries to collect on outstanding balances.
- Negotiate payment arrangements and schedules that balance customer needs with company objectives.
- Handle customer queries professionally, providing accurate information and guidance regarding account status and payment options.
- Maintain detailed records of all communications and actions taken on customer accounts.
- Escalate complex cases or at-risk accounts to the Senior Collections Advisor or Collections Supervisor/Manager as needed.
- Ensure compliance with company policies and regulatory requirements during all collections activities.
- Identify opportunities to improve customer satisfaction while maximizing collections performance.
- Support the team by participating in training sessions and sharing best practices.
- Meet individual and team performance targets, contributing to the overall success of the collections team.
